Deputy Manager -Customer Support (Call Center) @ Consultancy

Job Description

Job Title: Deputy Manager (Call Center Operations) Job Type: Fulltime Job Location: Mumbai Job Description: Managing Call center operations of the front end and the backend teams Should be well versed with Call Center Training & making Quality processes Monitoring team Performance, Productivity and Qualitative / Quantitative metrics like Service Level, AHT, NPS, Call quality, etc. Responsible for end to end customer contact processes and associated customer experience Responsible to work with CRM teams and bring enhancements to increase upfront resolutions (FTR) Responsible for increase in C-SAT & Propose ways to tech teams to bring automations in the process. Develop partnerships with internal teams / group teams to improve speed of issues resolutions and to recommend product improvements Ability to do qualitative and quantitative analysis into meaningful insights Should be able to solve customer service tickets within TAT Required Skills: Call Center ops Team Management Process management CRM Proficient in MS office tools - Excel & PPT 9,00,000 - 10,50,000 a year About Us Our Commitment To Building A Diverse And Inclusive Workforce ,

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Team Management Process management CRM