Director Operations Chate Process in International BPO at Mohali

AxmiYAN HR Solutions Pvt Ltd; Mohali; On-site; Full time

Job summary

A leading HR solutions company is seeking a Director of Operations for their chat process in Mohali. The ideal candidate will have 12-15 years of experience in international BPO, particularly in optimizing pro-active chat processes. Responsibilities include monitoring agent activities, developing responses, and compiling analytics. Currently, work is from home due to the pandemic. Candidates should be open to relocating and possess strong communication skills. Immediate joiners are preferred. Reach out via phone or email your CV.

Qualifications

• 12-15 years of experience in operations in an international BPO.
• Currently working as AGM or DGM in Technical Chat Process.
• Open to relocation.

Responsibilities

• Monitor agent activity and recommend staffing adjustments.
• Develop suggested responses for agents.
• Compile analytics/reporting using embedded RNT tools.
• Review and address customer satisfaction surveys.

Skills

Excellent communication skills

Pro-active chat optimization

Lean/Six Sigma experience

Analytics experience

Collaboration across multiple stakeholders

Tools

Embedded RNT (software)

Job description

Director Operations Chat Process in International BPO at Mohali

• Posted By: Admin
• Valid Up To: 2020-07-06
• Category: HR

Job Location will be Mohali but at present candidate needs to work‑from home till the current pandemic‑driven crisis gets over.

Excellent communication skills. Presently working as AGM, DGM Technical Chat Process in International BPO. Open to relocate.

Experience: 12‑15 years. Immediate joiner. Need laptop and Wi‑Fi connection at home.

Job Description:

• Monitoring agent activity / recommend more/less staff/hoops.
• Review pro‑active effectiveness.
• Develop more robust auto/suggested responses for agents.
• Recommend / author Knowledgebase content targeted at agent.
• Review surfacing of agent Knowledgebase as part of self‑help system.
• Review/implement proactive chat based on customer profile/issue.
• Compile present analytics/reporting using embedded RNT (software) tools.
• Review/address CSAT surveys/transcript responses.
• Recommend performance improvement areas.
• Review hoops effectiveness and recommend alternative/additional hours and agents.

The ideal candidate should have experience working and optimizing pro‑active chat, lean/six sigma experience, analytics experience and drive collaboration across multiple stakeholders.

Interested candidates kindly call me at M-958491 7778 or email your CV at [e-mail].

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