Assistant Manager - Customer Contact Centre

at Future Group

Assistant Manager - Customer Contact Centre

Future Group

Company

Home

Assistant Manager - Customer Contact Centre

at Future Group

Posted by Kitty Basumatary

5 - 8 yrs

₹6L - ₹10L / yr

Ahmedabad

Skills

Presentation Skills

MS-Excel

Microsoft Excel

MS-PowerPoint

Microsoft PowerPoint

Business Process Outsourcing (BPO)

Operations

Electronic commerce

Team leadership

Customer Support

Customer Service

Stakeholder management

Process improvement

Records Management

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.

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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About Future Group

Founded :

2013

Type :

Products & Services

Size :

100-1000

Stage :

Profitable

About

Rewrite Rules, Retain Values – this simple idea has been at the core of our business since the inception of Future Group. Today, a wide portfolio of brands in food, FMCG and fashion, complement the country’s pioneering modern retail networks. More than 600 million customer visits are recorded across the 2,000 Future Group retail stores, covering over 24 million square feet of space in over 400 cities and towns. Millions more interact with group’s brands and businesses through ecommerce sites, social media and mobile apps like FuturePay and EasyDay Club. In fashion, our manufacturing facilities produce garments designed and sourced by a talented team of trend-spotters, designers and merchandizers. Brands like Lee Cooper, John Miller, CoverStory, Indigo Nation, Scullers, Knighthood, DJ&C, Bare, UMM, and Ancestry are some of our key brands. The flagship retail brand Big Bazaar is ranked among the most valuable Indian brands (Interbrand), and among the most trusted brands (Nielsen). Leading department store network, Central, smart prices retailer, Brand Factory, and popular fashion destination FBB are also a part of the group, along with a growing chain of small neighbourhood stores, EasyDay and Heritage Fresh, and convenience stores WH Smith and 7-Eleven.

Connect with the team

Komal Verma

Connect

Kitty Basumatary

Connect

Siddhi Desai

Connect

Company social profiles

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+4 more

About Artivatic :Artivatic is technology startup that uses AI/ML/Deeplearning to build intelligent products & solutions for finance, healthcare & insurance businesses. It is based out of Bangalore with 20+ team focus on technology. Artivatic building is cutting edge solutions to enable 750 Millions plus people to get insurance, financial access and health benefits with alternative data sources to increase their productivity, efficiency, automation power and profitability, hence improving their way of doing business more intelligently & seamlessly. Artivatic offers lending underwriting, credit/insurance underwriting, fraud, prediction, personalization, recommendation, risk profiling, consumer profiling intelligence, KYC Automation & Compliance, automated decisions, monitoring, claims processing, sentiment/psychology behaviour, auto insurance claims, travel insurance, disease prediction for insurance and more. We have raised US $300K earlier and built products successfully and also done few PoCs successfully with some top enterprises in Insurance, Banking & Health sector. Currently, 4 months away from generating continuous revenue.What We are Looking for?- We are looking experienced, seasoned technology professional or entrepreneur who have hands on building deep-tech/SaaS products. - Someone who think to build next billion dollar tech enterprise company based out of India which can solve finance/insurance/healthcare problem at massive scale. Someone who live for code and breathe for code. Skills/Experience :- More than 5+ years technology product building experience - Have either worked in startups or in large enterprises for scalable products- Knowledge in SCALA/Java/Python/Cassandara/Deeplearning/AI/ML/architecture- Data science/Algorithms/Statistics/Mathematics expert - Someone looking to build next billion dollar enterprise - Hands on-coding experience - Willing to work with small team- Willing to work in startup environment - Ability to lead technology team, execute projects well- Building innovative product ideas, algorithms and development - Someone who can built exceptional tech team, convert business problems in to technology solutions - Someone who think to start own companyCompensation & Equity :- Being startup, compensation is not high. Equity 3-4%. CTO Can also invest in company to buy more equity if want based on current valuation with some discount on it.

Fullstack Developer

at Tech Alpha Studios PVT LTD

2 recruiters

Posted by Tech Alpha Studios

Chandigarh

1 - 4 yrs

₹4L - ₹9L / yr

React.js

Javascript

Fullstack Developer

React Native

Go Programming (Golang)

+4 more

1. Should be well versed with ReactJS.
2. Should have good communication skills.
3. Should have good Git knowledge.
4. Should have great problem-solving skills.
5. Should have good knowledge about REST architecture and HTTPS.
6. Should have knowledge about object-oriented programming.
7. Knowledge about Firebase & Node.js is an added advantage.
8. Mention the word 'React' at the start of your application so that we know
you read our requirements clearly.

Technical Specialist - Associate - Media Management

at CommVault Systems

6 recruiters

Posted by Vinay Kumar

Bengaluru (Bangalore)

4 - 7 yrs

₹4L - ₹17L / yr

Media Management

SAN

Network-attached storage (NAS)

Active Directory

Linux/Unix

+1 more

The Customer Support Associate works within a team of technical support professionals aimed at delivering technical solutions for Commvault's customer base. This customer base has a wide range of technical ability and this role has no ceiling, you will own an issue from initial pick-up all the way to working with the development team on identifying a possible solution. This position is part of our Media Management group in our Customer Support Center. This is an excellent opportunity for innovative and collaborative technologists to join a global team that has led the industry in satisfaction seven years in a row. We offer innovative training, interesting colleagues, and the opportunity to grow with us. Our Media Management Group is focused around but not limited to backups of storage technologies within the Commvault suite, this includes SAN, NAS, Netapp, storage appliances. We are a source of expertise for not just our customer base but also our partners and consultants on site.Why Commvault?You get the - Freedom to make an impact, together- . We thrive upon collaboration by designing our offices and cafes to spark conversation about work and fun. Although we hail from all walks of life and speak dozens of languages, we- re passionate about equality and integrity. We go beyond- each and every day.Position Responsibilities include :- Troubleshoot and resolve complex support problems- Troubleshoot customer issues using remote desktop software- Successfully interact through phone and email with customers as you solve their problems- Dedication to the success and satisfaction of our customers- Recreation of problems in house- Root Cause Analysis and / or provision of examples of software bug- Working independently and as a team to come up with the best solutions to a customer problem. - Providing best-in-class phone based support for a variety of complex, time critical issues.- Using and sharing your knowledge of a wide range of technologies- Working remotely on enterprise level customers and dark sites- Having the opportunity to build labs and simulators- Ability to be involved in product BETA testing- Contributing to our Solutions Engine and online forumsPosition Requirements include :- At least 5+ years of technical/customer support experience- Thorough knowledge of administration and trouble shooting in storage technologies (think troubleshooting via the event logs, acquiring crash and application dumps, analysing network packets, windows firewall, VSS). - Strong understanding of SAN & NAS. - Networking and troubleshooting connectivity, name resolution and performance based issues with OS and/or hardware. Microsoft clustering technologies and and TCP/IP and DNS- Understanding backup theory and design. Backup and data management fundamentals- Previous experience with backup software such as Veritas, Symantec, Backup Exec, ShadowProtect, NetBackup, NetWorker, Avamar, VEEAM, or TSM is a plus- Linux Skills - desirable- Previous experience troubleshooting enterprise environments- Strong customer relations skills.- Strong multi-tasking and prioritization skills. -Strong written and verbal communication skills.- Excellent team player.

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