Manager – Operations || Chat

6 - 10 Years
Gurgaon

Job Description

Job Description
  • We are looking for a Manager into operations that will be responsible for complete operation part.
  • Responsible for the day-to-day function of the customer service process in Inbound process
  • Candidate should have experience in handling Chat process.
  • Candidate will be directly reporting to Vice President.
  • Handling an Domestic Chat and Customer service with expertise in driving Customer Satisfaction related deliverable.
  • Creation and monitoring of operational metrics.
  • Good experience in client management & passionate about customer experience
  • Delivery Metrics and contractual SLA management
  • Manage SLA's like AHT, CSAT, Shrinkage, Attrition.
  • Responsible for selecting, training, developing, and managing performance of professional.
  • Establish and expand relationships with key individuals. Manage client relationships, client visits etc.
  • Managing escalations related to people, policies and process.
  • Looking after capacity planning, staffing forecast and administration of the operations floor.
  • Motivating and inspiring the team to surpass their potential.
Experience:
  • Should be Graduate with 6 - 10 Years of relevant experience.
  • Pleasing Personality & Good Communication skills.
  • Excellent Word, PowerPoint and Excel skills Expert knowledge of Outlook

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Role:Operations Manager

Employment Type:Permanent Job, Full Time

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Jindal Intellicom Limited

Jindal Intellicom provides software, analytics, BPO, and ARM (Collections) services to numerous clients in the US, UK, and Australia.
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Contact Company:Jindal Intellicom Limited