skillindiajobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Lead Contact Centre Ops For A Leading Automotive OEM

8.00 to 13.00 Years   Gurugram   19 Jul, 2022
SKILLVENTORY
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryAutomobile / Auto Ancillaries
Functional AreaOperations Management / Process AnalysisCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Lead Contact Centre Ops For A Leading Automotive OEMRole/Designation: Lead, Contact CenterWe are looking for a skilled call center operations lead/manager who can lead supportrepresentatives to better performance and improve service quality. They will assist inestablishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data,and focus on improving performance and processes to better support customers.You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. To be a successful in this role, you should be focused on improving our team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.Responsibilities:Training, coaching, and leading call center representatives as they provide support forcustomersAnswering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded byrepresentativesLeading team meetings, asking questions to better understand the callsrepresentatives are receiving, educating, and coach workers regarding processes andpractices, and explain expectations to employeesAssisting other management team members in identifying trends and establishing callcenter goalsEnsuring staff members are achieving desired service levels and taking correctiveaction, as neededPreparing reports and analyzing call center data to improve processes, ensureresources are properly allocated, and maximize efficiency and customer satisfactionRequirements:Graduate degree from a recognized university8-10 years of experience in a related industry/field, with an operational backgroundPrior experience of leading large teams for client operations, preferably for a callcenterBackground or experience in the automotive sector or electric mobility may bepreferredHave a KPI-driven mindset, and work with the contact centre team to review andachieve the business KPIsAbility to multitask and remain calm under pressure, especially during peak hours or intense situationsExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skillsKnowledge of management principles and familiarity with company products, services, and policiesStrong coaching and leadership skills, ability to motivate employeesDecisiveness and attention to detailProficiency with the necessary technology, including computers, software applications, phone systems, etc

Keyskills :
automotivecontact centercallingservice qualitycall center operations

APPLY NOW

Lead Contact Centre Ops For A Leading Automotive OEM Related Jobs

© 2020 Skillindia All Rights Reserved