Operations Manager in Corporate Day Shift ! @ I Tech Solutions

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Operations Manager in Corporate Day Shift !

I Tech Solutions
7 - 15 Years
Mumbai
3 years ago
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Job Description

Designation Manager/Chief Manager
Location Corporate Office
Reporting to Mrunal Fernandes
People reporting 9
KEY PURPOSE
Handling call centre team, internal coordination, MIS and reporting
Role & Responsibilities
Manage the contact center operations as per the defined SLA's and guidelines.
Internal coordination with stake holders for process and support management
Quality control at CC and compliance requirements management.
Daily reporting and MIS generation
Qualification and competencies
Bachelor from any stream. MBA will be an added advantage.
3-5 years in experience managing Call Center operations.
Excellent Communication skills (written & oral)
-Strong Interpersonal skills,
-Strong Analytical skills
-Strong Team Management Skills
-Strong Customer Management Skills
-Good listening skills
-Good Presentation Skills
-Good Excel skills
Key Success Indicators
a) Call Answering %
80% calls within 10 sec
b) Abandoned %
< 2% abandons on calls with 100% call-backs to be done
c) Email handling TAT
95% cases responded within 12 hrs

d) Call Quality %
90% score achieved on Quality parameters
e) Case Resolution TAT
90% cases are to be resolved within specified TATs

Employement Category:

Employement Type: Full time
Industry: Insurance
Functional Area: Sales - Financial Services (Insurance
Role Category: Head
Role/Responsibilies: Operations Manager in Corporate Day Shift !

Contact Details:

Company: I Tech Solutions
Location(s): Mumbai

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I Tech Solutions

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Operations Manager in Corporate Day Shift ! @ I Tech Solutions

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