AM Ops (ACCM)
- Teleperformance (TP)
- 8 - 10 years
- Kolkata
- 2 months ago
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Job Description
- General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries
- Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders
- Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets
- Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects
- Shares best practice and advice to the co-workers in the professional area
- Not only generates own workload but outlines directions to others
- Can supervise and coordinate lower-level specialists being single point of contact in complex matters
- Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team
- Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope
- Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Walk-insContact Details:
Company: Teleperformance (TP)Location(s): Kolkata+ View Contact
Keyskills: call center customer experience management operations customer service sales targets sales customer support customer experience
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