Job Purpose,

  ·         To provide day to day operations management of the contact center, ensuring smooth running of department to meet the needs of business and individuals.

• To serve as the first level escalation point for customers requesting to speak to senior staff
• To monitor calls/chat/ emails of CSO and provide appropriate feedback
• To serve as the training contact point and conduct internal product & process training and service skills training
• Follow risk and compliance procedures

·         Responsible for the MIS – to provide the stats/reports requested by management/operations/BU for the regional call centre

·         Responsible for the Knowledge Management – to facilitate and help maintain Knowledge Management website for India Call Centre

              Ability to handle teams across locations (Remote) 

Key Accountability & Responsibility

 

Operations Management

1.      To track real time service metrics performance of the call center

2.       To assist CSO with queries on floor and handle customer escalations

3.       To provide daily product and process related updates to the operations team

4.       To track attendance / schedule adherence of CSOs

5.       Provide feedback on performance and guide them on performance improvement

6.       Maintain good rapport with internal and external stakeholders

 

Quality & Training

1. Monitor / Evaluate – Live or recorded calls/chats
2. Conduct quality assessment and refresher trainings
3. Identify training needs for CSO
4. Collate and prepare quality monitoring reports
5. Be part of calibration session
6. Provide adequate coaching and feedback to CSO’s
7. Frequently revisit and review process and update training and risk team
8. To serve as single point contact for knowledge management updates.

 

Knowledge Management

1.       To continually review customer enquiries, collect accurate information and submission to KM team to internal portal.

2.       To ensure updated and accurate information in Knowledge Management portal

3.       Act as a central contact with relevant Bus/SUs to obtain required information.

 

Workforce Management

1.       To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers

2.       To circulate call centre performance metrics MI

3.       To assist in volume forecast and schedule.

 

Employee Management

1. To know the pulse of each team member – Strength and area of improvements
2. Be approachable and engage well with the team
3. Encourage team members and drive them to achieve team and unit goals
4. Guide them to enhance their skills
5.   5.To create and maintain joyful working environment at all times

Experience

Non-technical Experience

 

(1)     Excellent Communication skills, good writing skills

 

(2)     Preferred multiple regional language

 

Employee engagement skills

·      Strong planning skills

·      Ability to focus on details and validation of information

·      Excellent time management and prioritisation skills

·      Good problem solving and decision-making skills

·      Excellent inter-personal skills (with internal & external customers)

·      People Management / Supervisory skills

Desirable Skills

·      Good judgement

·      Presence of mind

·      Objectivity

·      Meticulous

·      Observant

·      Pro-active

·      Eye for detail

 

Technical Experience

 

1. Experience in banking / financial institutions is preferred
2. Experience in operations management of a contact centre
3. Six Sigma or COPC or Project management experience is an additional advantage

Expert in Ms office

Minimum No. of Years

 5-8 years of experience with 2 years minimum in managing people in a BPO 

Teleperformance SE is an omnichannel company headquartered in France. The company provides customer acquisition management, customer care, technical support, debt collection, social media services, and other services. It operates in 88 countries and serves 170 markets.