Job Description

Company: Indiabulls Venture - Dhani group

Location: Gurgaon / Mumbai

Key skills: Contact centre, call centre, inbound , outbound 

Team: 12 - 15 TL's

The Contact Centre Manager will be a position that will deal with escalated enquiries, and disciplinary issues.

The Contact Centre Manager will lead and develop the team to ensure consistency in performance, stability and succession planning.

Some of the Duties and Responsibilities will include:

Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.

Working with HR and Recruitment drive the recruitment & selection of Team Leader and Advisors.

Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre

Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.

Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

Building and maintaining effective internal and external stakeholder relationships

Identifying and instilling best practice, processes and systems and drive continuous improvement environment.

Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved

Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Review management information and make suggestions, recommendations as to improvements across the contact centre.

Required Skills:

Proven experience of managing a contact centre and first line managers. Able to develop and nurture improved performance across sales and service. Excellent communication, engagement and development of people skills.