Manager Operations - Chat

iQor; Dadri; On-site; INR 600,000 - 1,100,000; Full time

Job summary

iQor in India is seeking a senior Call Center Operations Manager to oversee day-to-day operations, train and guide call center supervisors, and maximize productivity across resources (people and technology). You will collect and analyze call-center statistics to drive improvements and service levels.

Responsibilities include strategic planning, staffing optimization, quality assurance, and cost management, with leadership to front-line supervisors and ongoing process enhancements.

Qualifications

• Experience in call center management and leadership.
• Ability to plan resources and optimize staffing.
• Strong skills in analyzing call metrics and performance data.

Responsibilities

• Sets call center strategies via needs assessments and performance reviews.
• Monitors operations to improve system performance and quality.
• Leads HR activities: training, coaching, scheduling, and discipline.
• Drives service level, efficiency, and cost management improvements.
• Provides leadership to front-line Supervisors and coaches them.
• Identifies cost-saving process improvements and streamlining opportunities.
• Leads trend analysis and metrics management for continuous improvement.
• Proposes new ideas and practices to stay industry-best.

Skills

People management

Call center operations

Training & development

Process improvement

Job description

Job Summary:

Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training guiding call center supervisors in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics.

Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Drive improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Drives continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are best in field\

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.