Contact Centre Manager Job in Naaptol online @ naaptol

Job Description

Job Title: Manager / Sr. Manager/ Center Head-Contact Centre Job Location: Kondapur, Hyderabad Qualification : Min Graduate Experience: 10 to 12 years of relevant experience in Operations in BPO / ITeS Industry CTC : 7 to 8LPA Gender Pref. : Male Candidates only Language:Telugu & Kannada. Company: Naaptol Online Shopping Pvt Ltd Bond : 1.6Yrs Purpose of the Role : Responsible to Design and implement the operations strategy to maximize productivity and hence profitability of the organization Lead the entire operations and customer service delivery processes of the company with end to end delivery of required parameters within defined TATs Key Responsibilities: Defining objectives the call centre s day - to - day activities. Conducting effective resource planning to maximize the productivity of resources (people, technology etc. ) Collecting and analysing call - centre statistics (sales rates, costs, customer service metrics etc. ) Effectively resolve complexities that may arise due to multi - functional (Quality, Training, Operations) team interactions within the centre. Responsible Controlling attrition. Coordinate with support functions for recruitment/ on boarding/ training. Review performance with the Partner Centre Head at defined intervals. Maintaining client billing records and publishing the same. Display cost consciousness and optimum utilization of resources. Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed. Communicate with clients to build and maintain a strong working relationship. Analyse MIS reports; identify trends and take appropriate action on the same. Create an environment facilitative of high performance, optimal stress, and fun (leading to lower attrition) Understand call centre delivery expectations, translate them into various delivery parameters (agent specs, potential sources, asset / infra needs, growth / shrinkage reporting needs, costing development,planning, change management, etc. ) Analysis of problems and make decisions on solutions. Analysis of complex issues/solutions and escalate to senior management for review Conceptualizing & creating logic & process flows and coordinating with the in-house tech team to automate processes and enable better process management Review operations of the business on a regular basis and support decision making Drive all the key functions effectively with constant focus on innovation & re-engineering of existing processes to make them more efficient Work with the Team Leaders to manage and support workloads and escalate issues wherever necessary to avoid failures Lead and nurture the operations team by monitoring performance on an ongoing basis and ensuring continuous development of the team. Job Type: Full-time Benefits: Provident Fund Schedule: Day shift Application Question(s): Are You Located in Hyderabad______ Experience: 8Yrs: 10 years (Preferred) Language: Kannada (Preferred) Telugu (Preferred) Work Location: In person Application Deadline: 16/03/2025 Expected Start Date: 14/03/2025,

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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:   Operations Management Customer Service Delivery Resource Planning Data Analysis Client Relationship Management MIS Reporting Process Automation Team Management Innovation Reengineering Performance Monitoring Decision Making