Designation: Manager/ Sr Manager BPO Operations
Location: Noida
Shift: US Shift
Nature of job: Onsite and Full time
Summary: Assist the call center manager in maintaining established service levels and providing support by performing the following duties.
Essential Duties and Responsibilities:
- Assist Call Center representatives in performing their regular and special assigned duties; this includes to a lesser degree answering calls for service and assigning jobs
- Answer questions regarding department policy and procedures
- Manage call and job queues, making sure service levels are being met
- Assists in resolving customer issues Assist department manager with assigned tasks and provide feedback
- Perform all office functions and other reasonable, related duties as assigned or requested
Supervisory Responsibilities:
- Provide and document constructive feedback to employees on their performance or other issues
- Document employee disciplinary issues, as outlined by the call center management, based on current policy.
- Document employee attendance occurrences, as outlined by call center management, based on current policy
- Create metric and other reports, as requested by call center management
Qualifications:
- PG preferred from Tier institute.
- 10+ years of Customer Service and team handling experience required.
- To perform this job successfully, an individual should have extensive knowledge of Database software; Spreadsheet software and Word Processing software. Basic computer programs such as Word, Excel, Outlook, Internet Explorer and Power Point.
