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Gurgaon

    India Call Center Manager - Gurugram, India - Amplifon

    Amplifon
    Amplifon Gurugram, India

    1 week ago

    Default job background
    Full time
    Description

    Main Responsibilities

    Operations (%):

  • Define and implement Call Center operating model guidelines (processes and procedures, metrics, goals, independently of in-house or outsourced Call Center)
  • Define Call Center strategy (Technical settings, Dialing model, Smart Scripting)
  • Manage the daily running of the call center, including effective resource planning, forecasting and kpi-monitoring
  • Deliver results against a defined scope of work that includes measurable conversion of campaigns/initiatives, ROI, strategic innovation, performance reporting, and human capital development
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs, fostering continuous improvement and exceeding performance
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, workflow patterns, delineation of duties and responsibilities, staffing levels and supervision
  • Coordinate analytic, strategic and technical internal resources or external partners, to achieve business goals and ensure customer satisfaction (NPS)
  • Coach, motivate and retain staff
  • Forecast and analyse data against target figures on a weekly and/or monthly basis.
  • Find and close new revenue opportunities within the existing or external client base
  • Strong operations background, including past experience in running a call center ( staff forecast and budget, supervising and managing a team of agents)
  • Strong analytical skills to read and interpret numbers and make decisions ( Develop call center metrics and reporting tools)
  • Establish call monitoring system and protocols to ensure quality customer service and productivity
  • Anticipate, manage and execute the organizational impacts of process improvements ( identify issues and areas of opportunity, develop training and communication plans)
  • Ensure compliance, effectiveness, and efficiency.
  • Responsible for oversight, performance, and management of insourced and outsourced contact center programs, including third-party vendors.

    • Staff Management (%) :

  • With support of the outbound supervisor, interview and hire high quality call center representatives
  • Set agent standards, measurements and recognition systems that motivate employees, deliver business results, and provide a great customer experience.
  • Ensure a high level of employee productivity, and proper staffing levels in relation to call volume
  • Establish, implement, and oversee operating expectations for Call Center Reps to ensure high quality customer interactions ( script optimization)

    • Communications (%)

  • Provide ongoing communications/training to staff regarding products, policies, procedures, service standards, and call management techniques.
  • Regularly communicate with upper management the status of the call center operations, challenges/solutions that may be occurring, and progress against strategic initiatives.
  • Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.

    • Customer Service (%)

  • Continuously assess quality of Support Services to ensure integrity of Amplifon's business goals and the customer experience strategies.
  • Develop SLA's with internal partners, service providers, and customers.
  • Exhibit strong sense of urgency and awareness to ensure customer satisfaction and first contact resolution.

    • Education, Experience, and Qualifications:

  • University degree required (B&A, marketing, communication, management engineering)
  • Contact Center certification a plus
  • + years experience managing a mid-large scale call center, with both inbound and outbound experience
  • + years experience managing call center representatives
  • + years experience in a consumer products industry; preferably within healthcare and/or sales
  • Strong understanding of call center best practices, operating systems, and processes
  • Proficient knowledge of privacy regulations and requirements
  • Strong ability to understand and manage a budget, forecasting staffing needs, and performance assessment

    • Required proficiency with tools:

  • Strong experience and skillset with MS Word, Excel, Power Point, Visio, Project, and Netscape Browser
  • Experience with Call Center systems
  • Travel -%.

    • This description is intended to be only a general outline of job activities. An employee is expected to perform these and any other activities which may be assigned or which may occur during work. This description is not a contract or guarantee of employment.

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