Apollo Hiring Operations Manager- BPO (Contact Centre)
- Apollo Hospitals
- 11 - 15 years
- Hyderabad
- 4 months ago
- Email to a friend
- Report this job
Job Description
Essential Duties and Responsibilities:
- Develop objectives for the call centers day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
- Monitor Work queues/e-mails as per targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self-motivated to involve in self and team development
- Supervising team leads
- Ensuring business KPIs are being met
- Maintaining Quality standards as per agreed protocols
- Attrition Management
- Ensuring Data Security and Compliance to company guidelines
- Preparation of Monthly, Quarterly deck and review with Management.
- Client /Customer Relationship Management
- MIS Management
Essential Skills:
- Be attentive to details
- Be able to work in a fast-paced environment
- Have strong working knowledge in MS Office applications: Word, excel, & PPT
- Be able to adjust quickly and smoothly to changing priorities and conditions
- Have ability to interpret data, identify trends, and make suggestions for improvements
- Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
- Be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer
- Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
- Problem solving skills
- Strong interpersonal skills
Education & Experience:
- Minimum Graduate
- Overall Years of Experience and required Skill Sets: Minimum 6 - 10 years with 4 yrs of people management
experience
- Experience in Customer Service specifically in BPO sector.
Interested candidate can share updated resume to Sh***********h@ap************s.com/ what's app @ 8639839***.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Apollo HospitalsLocation(s): Hyderabad
Keyskills: Call Center Management Call Center Operations operations manager Bpo Operations Team Management Process Management
Similar positions
Apollo Hospitals
ApolloHospitalsEnterpriseLtd,Unit:Apollo Tele Health Services Apollo TeleHealth Services aims at providing a successful working model of telemedicine which self-propagates throughout India and into the developing world. It will provide a channel for continuous access to the most sophisticated m...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in