Manager Contact Center

Description:

Qualification:

Bachelors Minimum

Experience:

4 years

Roles and Responsibilities:

• Manage the day to day performance of the Inbound Voice / Outbound Voice / Non voice services to deliver a best in class service, meeting or exceeding all KPIs and remain 

within budget.

•Set the strategy for development of customer care platform, staying abreast of new practices and technologies, ensuring that we gain and maintain ecognition for the quality of customer service.

• Ensure efficient and effective Calls forecasting, capacity planning and monthly schedule of Contact Center department to maintain targeted Service Level.

• Monitor punctuality of team members and guide them to achieve 80% and above.

• Ensure to achieve all Targets, attrition rate and adherence of the staff of inbound and Outbound.

• Ensure timely delivery of evaluations and performance matrix after proper discussion and training with the PBO's