Senior Manager - BPO Operations

Designation: Manager/ Sr Manager BPO Operations

Location: Noida

Shift: US Shift

Nature of job: Onsite and Full time

Summary: Assist the call center manager in maintaining established service levels and providing support by performing the following duties.

Essential Duties and Responsibilities:

• Assist Call Center representatives in performing their regular and special assigned duties; this includes to a lesser degree answering calls for service and assigning jobs
• Answer questions regarding department policy and procedures
• Manage call and job queues, making sure service levels are being met
• Assists in resolving customer issues Assist department manager with assigned tasks and provide feedback
• Perform all office functions and other reasonable, related duties as assigned or requested

Supervisory Responsibilities:

• Provide and document constructive feedback to employees on their performance or other issues
• Document employee disciplinary issues, as outlined by the call center management, based on current policy.
• Document employee attendance occurrences, as outlined by call center management, based on current policy
• Create metric and other reports, as requested by call center management

Qualifications:

• PG preferred from Tier institute.
• 10+ years of Customer Service and team handling experience required.
• To perform this job successfully, an individual should have extensive knowledge of Database software; Spreadsheet software and Word Processing software. Basic computer programs such as Word, Excel, Outlook, Internet Explorer and Power Point.