A             Position Overview

Position Title

Senior Manager - Call Center Operations

Department

Customer Service - Ops Team

Level/ Band

Sr. Manager - 501

3

Role Summary: 

B           Organizational Relationships

Reports to                                              

VP - Customer Service Operations

Supervises

4

C           Job Dimensions

Geographic Area Covered

Customer Service HO

Stakeholders                                        Internal

Customer Service & Operations Vertical

                                                              External

IT / Marketing / Product / Sales /VM

 

D            Key Result Areas

·         Liaising with Contact Centre Vendor to ensure 100% uptime of Contact Centre Operations

·         In-depth knowledge of technical aspects -  Call Center network setups,  Call Tree PRIs and backend servers

·         Responsible for the delivery of Operational support and maintenance of the Contact Centre Infrastructure

·         Technical expertise in Contact Center technology platforms like Aspect, Genesys, CISCO

·         Server virtualization technologies like Citrix

·         Manpower planning /forecast for Inbound Outbound and non voice process

·         Understanding of forecasting tools like the Erlang C

·         CRM management and regular initiative to enhance customer experience

·         Cost Saves at the Contact Centre through call rationalization, IVR enhancement and introduction of new age technologies like Voice analytics etc

·         Whatsapp based servicing ; Video Calling Setup experience

·         Has setup hybrid model for contact center management - Email, Chats and Voice

·         Responsible  for all system related enhancements - CRM /IVR or any other systems

·         Responsible for MIS and Reporting for the Contact Centre

·         To function as a bridge between Tata AIA IT team - Business Team - Partner Team

·         Experience in having managed dialers

·         Deploy upgrades and additional equipment / leased line circuits as may be required

·         Design and implement voice based solutions like Call routing, ACD, IVR, Predictive Dialing etc. as per Operations requirements

·         Understands OSP compliance for the organization

·         Ensuring Audit Compliance and support in the InfoSec activities as required

·         Should be able to demonstrate how to manage 24x7 operations

·         Should be able to demonstrate how to manage severity outage within timeline

·         Project Management capabilities to manage major projects within stipulated budgets and timelines

·         To be able to support infrastructure maintenance activities for the Contact Centre

·         Experience with setting up of NLP, AI powered BOTs - Voice and Email will be preferred

 

E          Competencies (Please copy paste from Competency Dictionary)

Competency For



Proficiency Scale

Proficiency Scale Description

Data Collation and Interpretation

1

Is aware of and accurately collects various pieces of basic and very specific information using tools required as per process to make a meaningful report or presentation

Monitors data and takes into consideration all the available information to critically analyze the existing information and draws a logical inference.

Process Orientation

2

Identifies gaps and escalates the matter to appropriate people / departments.

Monitors and follows up on others- performances against preset milestones and carries out course corrections as and when required, to deliver the desired results.

Planning, Organizing & Coordinating

2

Effectively implements and monitors moderately complex plans/schedules, such that tasks/projects are consistently completed on time and in accordance with objectives

Keeps appropriate people informed about progress on tasks/projects and seeks help if require

Customer Focus

2

Clearly identifies the full range of customers to be served, their stated needs  and offers options and suggestions to match their expectations.

Uses customer feedback to improve performance and recognizes behaviors that promote customer satisfaction.

Effective Communication

1

Uses graphics and other aids to clarify complex or technical information.

Identifies and presents information or data that will have a strong effect on others.

G            Skills Required

Technical

§       IVR and Call Center backend Sound knowledge in MS Office, HTML, Visio, MS- Excel and Power Point

Behavioral



Essential

Desired

Interpersonal skills

Y


Communication skills

Y


Creative thinking skills

Y


Supervising/Leadership skills

Y


Teamwork Skills

Y


Influencing skills

Y


Relationship Building skills

Y


Decision making skills

Y


H           Incumbent Characteristics

Essential

Desired

Qualification

Y


Experience

Y