Hiring Manager - Operations For Contact Centre
- Apollo
- 8 - 13 years
- Hyderabad
- 3 years ago
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Job Description
Apollo Tele Health is hiring for Manager Operations for Contact Centre at Hyderabad Location.
Education & Experience:
- Education: Minimum Graduate
- Certification: If Any.
- Experience: At least 8-10 years of experience with at least 2/3 year in people handling
Job location: Hyderabad
Timings: Rotational shift & Timing (24*7)
Workdays: 6 days a week
Responsibilities:
- To ensure the full implementation of the Customer Services strategy across the business.
- To ensure that the Customer Services function operates effectively and that the functions activities are aligned to de-partmental and Company objectives.
- To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales.
- To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to inter-nal and external customers.
- To represent the Customer Services function as an active member of the Senior Management Team.
- To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing.
- Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
- Participate and contribute to relevant management meetings.
- Promote effective communication throughout all levels of the Customer Services function.
- Maintain good working relationship with all support functions & clients
- Ensure ownership of appraisal management /Attrition management & Employee development.
- Analyzing data to identify key business insights & share meaningful MIS to management.
- Hiring the best talent
- Ensuring adherence to company policy & procedure
Essential Requirement:
- Timely, apt and informed decisions on steps to be taken to achieve the required proficiency for delivering standard quality services
- Excellent organizational skills.
- Excellent written & verbal communication skills.
- Proficiency in English & Hindi are mandatory.
- Confident communicator.
- High level of accuracy and attention to detail.
- Numerate.
- Good working knowledge of Microsoft packages and CRM systems.
- Democratic management style.
- Excellent Client Handling Skills.
- Experience of managing a busy customer service team.
- Experience of training, developing, and mentoring new staff.
- Experience of developing and refining processes to improve efficiency and the experience of customers.
- Proven ability to develop, collect and monitor appropriate KPIs to drive improvements in customer service and to support resource planning.
- Proven ability to prioritize your own and team workloads to meet customers requirements.
General skills:
- Excellent Communication skills (written & verbal)
- Good interpersonal skills
- Influencing, Negotiating skills
- Decision making & Problem-solving skills
Technical skills:
- Presentation & Facilitation skills
- Advanced excel
- Proficiency in MS Office (Word, Excel and Power point)
- Analytical and report making capability
- Proposal writing
- Good judgement at identifying and profiling People
Required Languages:
English, Hindi & any one additional Regional language
Company Website URL: http://www.apollotelehealth.com/
Interested candidate can revert or share their updated resume to ID: Na********w@ap************s.com Or whatsapp @ 9100010*** to arrange for interview.
Regards,
Nazia HR
Apollo Tele Health
Job Classification
Industry: Medical Services / HospitalFunctional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: pollo Tele Health ServicesAddress: 88,MSR BLOCK 9th Floor,Krishe Sapphire,HITECH CITY, MAIN RAOD,MADHAPUR, Hyderabad, Telangana, India
Location(s): Hyderabad
Keyskills: customer service Call centre operations Operations Management Team Management Attrition Management
Apollo
Apollo TeleHealth Services aims at providing a successful working model of telemedicine which self-propagates throughout India and into the developing world. It will provide a channel for continuous access to the most sophisticated medical support systems at all times. Further, telemedicine shall im...
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