Job Description
As the Manager of Customer Contact and Customer Support operations at the CCD BOM Hub in a 24x7 environment, your role involves overseeing the overall management and leading a team to ensure operational performance metrics, service quality standards, and revenue targets are met. You will continually monitor and evaluate performance and efficiency through data analysis, trend reviews, and customer feedback to maintain service and quality standards.
Your responsibilities include:
- Leading the team to drive sales opportunities during customer contact
- Optimizing resources to achieve departmental objectives and managing rosters effectively
- Facilitating open communication with team members to enhance engagement and awareness of changes and promotions
- Contributing to strategic planning for the CCD and implementing agreed changes
- Building strong cross-departmental relationships locally, regionally, and globally
- Aligning team members with CCD sales and service level targets by setting individual performance goals
- Reviewing daily reports, monitoring team performance, and taking corrective actions promptly
- Driving continuous improvement initiatives to enhance productivity and quality, including LEAN methodologies
- Identifying and resolving issues, recommending changes to Standard Operating Procedures, and ensuring well-validated recommendations
- Planning and executing change management strategies for technology adoption, online interaction, and customer support enhancement
Your skills in contact centre management, process improvement, data analysis, lean initiatives, strategic planning, and customer service will be essential for success in this role within the BPO industry, particularly in the aviation sector.
Your responsibilities include:
- Leading the team to drive sales opportunities during customer contact
- Optimizing resources to achieve departmental objectives and managing rosters effectively
- Facilitating open communication with team members to enhance engagement and awareness of changes and promotions
- Contributing to strategic planning for the CCD and implementing agreed changes
- Building strong cross-departmental relationships locally, regionally, and globally
- Aligning team members with CCD sales and service level targets by setting individual performance goals
- Reviewing daily reports, monitoring team performance, and taking corrective actions promptly
- Driving continuous improvement initiatives to enhance productivity and quality, including LEAN methodologies
- Identifying and resolving issues, recommending changes to Standard Operating Procedures, and ensuring well-validated recommendations
- Planning and executing change management strategies for technology adoption, online interaction, and customer support enhancement
Your skills in contact centre management, process improvement, data analysis, lean initiatives, strategic planning, and customer service will be essential for success in this role within the BPO industry, particularly in the aviation sector.
💡 Quick Summary
Seeking a career-building opportunity? The HRBPCustomer Care Manager (BPO Industry) position is now open for candidates interested in the BPO Jobs sector. This role in India 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.
