
Required qualifications and experience:
- Graduate in any specialization
- Minimum 5 years of experience in service industry, with 2-3 years of managerial level experience, preferably in fields like Contact Centre Operations, E-commerce or Customer Interface Operations
- Experience in Contact Centre operations or experience working with front line and service delivery processes, especially e-commerce
- Good presentation and MS Excel skills
- Multiple team handling experience; handled mid-sized teams of at least 2-3 verticals and not just a single team
Roles and responsibilities:
- Perform quantitative assessment and continuous process improvement to drive business and efficiency.
- Manage the roster and deliver on the service levels as per the agreement.
- Raise alerts on downtimes or fluctuations.
- Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
- Analyse various process gaps and raise request for new SOPs to close loop.
- Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
- Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
- Internal and external stakeholder management.
- Coordinate Application ID management and maintain records.
- Improve operational deliverables of the aligned LOBs of the outsourced partner.
- Ensure 100% adherence to SR, L2 and complaint TAT as per laid down norms.
- Work on better tagging of customer voice and better ways of process flows.
- Device proactive programs to reduce calls.
- Devise cross-functional and up-skilling training plans for current teams.
- Manage Transactional Training and Development of the trainers.

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Requirements
Benefits
Hyderabad/Remote
At Quantela, we’re revolutionizing the way cities are operated and managed. We are making autonomous cities a reality, where citizens will lead a better quality of life by experiencing the power of real time connected urban infrastructure. We are an Artificial Intelligence based software company and a leader in the global Smart Cities and Communities market. We are focused on the intelligence behind every city – our platform optimizes urban infrastructure through data-driven recommendations and automation of standard operating procedures.
Our customers include cities, communities, ports, airports, universities, roads, utilities, campuses, etc. Many industry-leading technology companies, urban operators, and system integrators utilize our platform to deliver tangible outcomes to their customers.
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- Should have sound understanding of Object-Oriented JavaScript & Typescript concepts and Debugging skills.
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