POSITION : Manager Operations
QUALIFICATION : Graduate
POSITION REQUIRED AT : Mangalore
TOTAL EXPERIENCE : 10+ Yrs
1. To effectively and efficiently manage a team of 90 executives.
2. Technical Skills
Sound Computer Usage / Good in MS Excel
Should be able to analyze team performance data
Good knowledge of Avaya CMS and Other Call Center Technologies
Proven understanding of network protocols, hardware and Network E-Mail Systems. (Exchange & Outlook)
Proven understanding of Windows OS (XP/2000/ NT) in a network environment.
Proven knowledge in Word Processing, Spreadsheet and Database Software packages
Good Knowledge of Call Center Operations including Resource Optimisation and Work Force Management
3. Client Interaction Skill
Is committed to proactively understanding customer needs and responding quickly with the best solution while keeping company interests in mind at the same time
Ability to develop and maintain effective working relationships with Client counterparts and other business partners
Excellent communication skill, good analytical skill.
4. People Management
Have excellent People management skills to ensure that team/site goals are met & proper coaching is provided to associates by being a product specialist
To ensure that daily reports are executed diligently as per client & process requirement.
To ensure adherence to schedules/rosters. To be acknowledged as a product specialist
Expertly handle queries/concerns when required
Resolve escalated calls when required
To be on top of all the latest updates & changes for effective co-ordination between Client, process ; Quality.
Daily/Weekly monitors of calls for Quality Assurance.
Achieve qualitative & quantitative targets & work in accordance with client requirements
Provide inputs to improve work procedures that will enhance overall team performance Work in accordingly.
5. Decision Making and Problem Solving
Makes decisions efficiently and in a fair manner after evaluating possible options.
Assisting operations teams in process excellence by mapping and standardization of technical process.
The incumbent will be responsible for Strategic Reporting assisting in operations strategies for various clients.
6.Desire Profile
Minimum Graduate
Experience in working with Service Desk
Please revert with your updated resume along with the following details:
Current CTC :
Expected CTC :
Notice Period :
Refer your friends if they there interested.
Regards,
Venugopal
Recruitment Consultant
Adecco India
Bangalore
Phone: 080-39897070
Mobile: 9916034000
Email :venugopal.g@adecco.co.in
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