• Walkin interview in Bangalore - Aegis Customer Support Services Walkin for Manager Operations - Technical Process | 8914754

Aegis Customer Support Services Private Limited.

    Walkin Interview

  • 05th Jan 2019 - 28th Feb 2019
  • 11:00 AM

Job Description

We are looking for a candidate who has experience in managing technical process. Predominately the IT Hardware related Customer service team. It comprises of L1 and L2 Level customer / technical support executives.
Should be available for a face to face interview. Also, should be willing to join immediately or within 15 days maximum

Prinicipal Accountabilities:
To ensure desired customer delight by providing satisfactory response to
customer interaction.
To achieve desired contact center business plan results for revenue & costs.
Manage Customer Interactions through Inbound voice, Email and Chat contact through his/her team for the various services.
Identify steps in work processes.
Identify improvement opportunities.
Test improvement opportunities.
Fully implement improvements with best results.
Constantly monitor & review performance metrics for achievement of objective.
To track & ensure closure of complaints.
To effectively manage Contact Center operations for constant performance
achievements.
Identify relevant training needs of agents and Team Leaders & ensure effective
implementation.
Effectively manage shift operations.
Prepare work/manpower schedules.
Prepare contingency plans.
Interface with IT/HR/ Training/Quality.
Collate data & generate MIS report.
Recruit, train & retain team in conjunction with HR for optimum performance.
Mentor and develop the team.

Standards of Measuring success :
Customer satisfaction survey
Meet service level
Monthly call analysis
Quantitative
Qualitative
Number of issues resolved within the standard time.
Agents productivity
Other key management attributes & Key Performance Indicators (KPIs) as agreed

Skills :
Spoken Communication skills
English Language skills
MS Office operating and typing skills
Probing skills
Analytical skills
Influencing skills
Interpersonal skills
Leadership qualities
Problem Solving skills
Mentoring skills

Knowledge :
Qualification: Graduate/Post graduate, MBA (desirable)
Experience: 6-8 Years experience. The incumbent should have experience in the
field of customer service with at least 2 years in the middle management capacity
in a call center (Technical call center exposure must).

Profile Summary

Walk in Date:05th Jan 2019

Walk in Deadline:28th Feb 2019

VenueAegis Customer Support Services Private Limited, 41, St. John's Road, Bangalore, 560042, Karnataka, India

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