Senior Manager

Nextenti Tech Private Limited; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Nextenti Tech Private Limited, located in Gachibowli, Hyderabad, Telangana, India, seeks an experienced Customer Experience Operations Leader to oversee the daily operations of the contact center and ensure efficient service delivery.

You will develop strategies to enhance inbound and outbound operations, manage IVR/ACD/DID, SIP/VoIP, and routing, and optimize CRM and dialer usage while guiding the team toward excellence.

Qualifications

• MBA Health Care Management or equivalent PGDM is required.
• Experience in managing contact center operations and dashboards is essential.
• Proven expertise with IVR, ACD, DID, SIP/VoIP and call routing.
• Strong Excel skills for data analysis and forecasting are required.

Responsibilities

• Oversee the daily operations of the customer experience team and contact center.
• Develop and implement strategies to enhance inbound and outbound operations.
• Manage and optimize IVR, ACD, DID, SIP/VoIP and call routing systems.
• Oversee CRM and dialler management to keep systems up-to-date.
• Lead MIS and dashboard reporting to provide insights into performance.
• Utilize advanced Excel to analyze data and forecast trends.
• Collaborate with cross-functional teams to align CX initiatives with goals.
• Mentor and guide team members to foster excellence and continuous improvement.

Skills

Contact Centre Operations Management

Inbound & Outbound Operations

IVR ACD DID SIP VoIP Call Routing

CRM & Dialler Management

MIS & Dashboard Reporting

Advanced Excel

Education

MBA Health Care Management

PGDM in Operations

Job description

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.
• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.

Responsibilities

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.
• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.

Job Description

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.
• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.

Location

Gachibowli, Hyderabad, Telangana, India 500032

Qualification

MBA Health Care Management, PGDM in Operations

Department

General

Skills

• Contact Centre Operations Management
• Inbound & Outbound Operations
• IVR, ACD, DID, SIP/VoIP & Call Routing
• CRM & Dialler Management
• MIS & Dashboard Reporting
• Advanced Excel