Senior Manager - Operations - Aegis Limited

Job Summary:
Experience: 6 - 10 Years
Compensation:Rupees 9,00,000 - 12,00,000
Best as per industry trends
Education:UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Industry Type:BPO/ITES
Role:Operations Mgr
Functional Area:ITES/BPO/KPO, Customer Service, Ops.

Desired Candidate Profile:
. Graduate/Post graduate, MBA (desirable)
· Experience: 6-8 Years experience. The incumbent should have experience in the field of customer service with at least 2 years in the middle management capacity in a call center (call center exposure must).
.The incumbent should be in the age group of 27-30 years
. Positive
· Customer-centric
· Fast paced and prompt
· Achievement oriented
· Energetic and Enthusiastic
· Focused
· Self motivated

Job Description:
. To ensure desired customer delight by providing satisfactory response to customer interaction.
· To achieve desired contact center business plan results for revenue & costs.
· Manage Customer Interactions through Inbound voice contact through his/her team for the various services.
· Identify improvement opportunities & implementation.
· Constantly monitor & review performance metrics for achievement of objective.
· To track & ensure closure of complaints.
· To effectively manage Contact Center operations for constant performance achievements.
· Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
· Effectively manage shift operations.
· Prepare work/manpower schedules.
· Prepare contingency plans.
· Collate data & generate MIS report.
· Recruit, train & retain team in conjunction with HR for optimum performance.
· Mentor and develop the team.
Keywords: senior manager, sr.manager, operations, inbound, telecom, mobile