Essential Duties and Responsibilities:

 Managing Day to Day Operations for Contact Center  Ensure operation is carried on in an appropriate and cost-effective way  Improve operational management systems, processes and best practices  Preparing/updating reports. Presenting it to the management  Help the organization s processes remain compliant  Manage forecasts, shrinkage and attrition  Perform quality controls and monitor production KPIs  Recruit, train and supervise staff  Find ways to increase quality of customer service  Brief team on any changes implemented in process  Allocate task to team members on daily/weekly basis  KPI Management and People Management  Engaging with staff and ensure high motivated workforce  Ensuring Data Security and Compliance to company guidelines  Client /Customer Relationship Management  Addressing day to day Escalation  MIS Management, Bottom Quartile Management  Look for Opportunities on Business Improvement  Employee Engagement Activities  Appraisal using bell curve.

Role Specific Skills
Active Listening Clerical Computers and Electronics Critical Thinking Customer and Personal Service Deductive Reasoning English Language Inductive Reasoning Information Ordering Near Vision Oral Comprehension Oral Expression Persuasion Problem Sensitivity Reading Comprehension Service Orientation Speaking Speech Clarity Speech Recognition Written Comprehension Written Expression.