Assistant Manager - Customer Contact Centre

at Future Group

Assistant Manager - Customer Contact Centre

Future Group

Company

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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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