Job Description
Indofast Energy
Contact Center Manager
Indofast Energy • Bengaluru, Karnataka • via LinkedIn
3 days ago
Full–time
No Degree Mentioned
Apply on LinkedIn
Apply on Jooble
Apply on JobLeads
Apply directly on Jobs.weekday.works
Apply on Jobs - India | Trabajo.org
Apply on Jobrapido.com
Apply on WhatJobs
Job description
Role Purpose:
Manage inbound contact center operations and ensure service levels, productivity, and quality standards are maintained consistently.
Key Responsibilities:
Own daily inbound call center performance.
Track and drive core metrics: Service Level, AHT, Shrinkage, Occupancy, Abandon Rate, FCR, CSAT.
Work with WFM team on forecasting and manpower planning.
Monitor real-time queue perf...
Report this listing
Everise
Contact Centre Technology Manager
Everise • Bengaluru, Karnataka • via Jobs - India | Trabajo.org
13 hours ago
Full–time
Apply on Jobs - India | Trabajo.org
Apply on WhatJobs
Apply on Recruit.net
Job description
Job description
Roles & Responsibilities
• Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
• Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
• Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
• Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
• Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
• Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
• Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.
Technical Expertise:
• Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
• Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
• Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
• Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
• Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
• Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
• Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.
Qualifications
• Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
• Five years or more experience asset and logistic staff
• Experience in logistic packing and shipment of assets.
• Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
• Proven ability and experience in executing strategic asset management processes successfully
• Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
• Strong vendor management and negotiation skills
• Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
• Possess bachelor’s degree in information technology, computer science, or business administration, or in other related fields
• Strong ability to carry out assigned tasks independently with little supervision
• Excellent at performing multiple tasks at the same time without erring
• Excellent communication and interpersonal skills
• Any related certification will be added advantage
Contact Center Manager
Indofast Energy • Bengaluru, Karnataka • via LinkedIn
3 days ago
Full–time
No Degree Mentioned
Apply on LinkedIn
Apply on Jooble
Apply on JobLeads
Apply directly on Jobs.weekday.works
Apply on Jobs - India | Trabajo.org
Apply on Jobrapido.com
Apply on WhatJobs
Job description
Role Purpose:
Manage inbound contact center operations and ensure service levels, productivity, and quality standards are maintained consistently.
Key Responsibilities:
Own daily inbound call center performance.
Track and drive core metrics: Service Level, AHT, Shrinkage, Occupancy, Abandon Rate, FCR, CSAT.
Work with WFM team on forecasting and manpower planning.
Monitor real-time queue perf...
Report this listing
Everise
Contact Centre Technology Manager
Everise • Bengaluru, Karnataka • via Jobs - India | Trabajo.org
13 hours ago
Full–time
Apply on Jobs - India | Trabajo.org
Apply on WhatJobs
Apply on Recruit.net
Job description
Job description
Roles & Responsibilities
• Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
• Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
• Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
• Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
• Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
• Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
• Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.
Technical Expertise:
• Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
• Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
• Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
• Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
• Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
• Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
• Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.
Qualifications
• Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
• Five years or more experience asset and logistic staff
• Experience in logistic packing and shipment of assets.
• Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
• Proven ability and experience in executing strategic asset management processes successfully
• Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
• Strong vendor management and negotiation skills
• Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
• Possess bachelor’s degree in information technology, computer science, or business administration, or in other related fields
• Strong ability to carry out assigned tasks independently with little supervision
• Excellent at performing multiple tasks at the same time without erring
• Excellent communication and interpersonal skills
• Any related certification will be added advantage
💡 Quick Summary
Seeking a career-building opportunity? The Contact Centre Technology Manager position is now open for candidates interested in the BPO Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.