Manager - Call Centre
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Are you a customer-centric call centre manager? Do you like solving problems? If yes, please go through the attached JD and share your profile at meenakshi.thakur@merucabs.com
![Job Description for Asst. Manager/Manager Call Center (Meru Cabs Malad, Mumbai)
Job Objective:
Reporting into the Head of Call Center (India), the incumbent has to ensure the call center team provides quality
service to all customers & subscribers and proactively supports the business operations of the Taxi Business Unit.
All call center management is driven by defined quality assurance parameters.
Job Description:
1. To rigorously implement all operations and quality norms at the Call Centre
2. Ensure all CCEs are regularly trained to support all customer queries, for desired service & quality.
3. Ensure delivery of quality services to all customers at all times.
4. To manage customer escalations and see that they are dealt with in a timely manner.
5. To engage with the customer to proactively resolve issues that may arise through a quality customer
excellence and service platform.
6. Plan for the daily rostering & floor mgmt of call centre staff.
7. Responsible for the performance management and competency building activities of the team. To manage
all staffing, performance management and engagement for the team.
8. To ensure maximum revenue management for the subscribers by high level execution.
9. To coordinate with the Subscriber Management & Technology team for optimum operation level , ongoing
Service Improvement, performance statistics & benchmark service deliverables
10. To ensure generation of daily, weekly and monthly MIS and reports.
Key Deliverables
1. Implement all Call Centre operations and quality norms.
2. Delivery of Quality Services to Customers.
3. Daily Roistering & Floor Management
4. To ensure maximum revenue to Subscribers by executing monthly booking targets
Briefly State the essential Candidate specifications; Knowledge, Skills, Abilities required to successfully
perform the job
1. Have managed a call centre ops function for at least a team size of 50
2. Good Knowledge of Call Centre and quality operations
3. Ability to design, develop & manage a high level customer excellence model.
4. Good communication, interpersonal & Man Management skills for dealing with Blue Collared Workforce as
well as driver vendor organizations.
5. Good Market Knowledge for vehicle & transportation, geographical locations of the city.
6. Good Knowledge of Local Languages i.e. Read, write and Speak Local Languages.
Interactions
Internal / External Interactions - HIGH / MEDIUM / LOW
Internal - Call Centre & QA Team, Subscriber Management, Customer Relations, Sales & Marketing & IT
External - Customers & Subscribers
Experience required [in years]
7-8 yrs (Experience of Leading a Call Centre Function in any international, Domestic BPOs and existing Radio Taxi
companies)
Academic Qualification required: Graduate/ MBA in Ops
Specific Technical Qualification/Certification: Nil
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Manager - Call Centre
- 1. Job Description for Asst. Manager/Manager Call Center (Meru Cabs Malad, Mumbai) Job Objective: Reporting into the Head of Call Center (India), the incumbent has to ensure the call center team provides quality service to all customers & subscribers and proactively supports the business operations of the Taxi Business Unit. All call center management is driven by defined quality assurance parameters. Job Description: 1. To rigorously implement all operations and quality norms at the Call Centre 2. Ensure all CCEs are regularly trained to support all customer queries, for desired service & quality. 3. Ensure delivery of quality services to all customers at all times. 4. To manage customer escalations and see that they are dealt with in a timely manner. 5. To engage with the customer to proactively resolve issues that may arise through a quality customer excellence and service platform. 6. Plan for the daily rostering & floor mgmt of call centre staff. 7. Responsible for the performance management and competency building activities of the team. To manage all staffing, performance management and engagement for the team. 8. To ensure maximum revenue management for the subscribers by high level execution. 9. To coordinate with the Subscriber Management & Technology team for optimum operation level , ongoing Service Improvement, performance statistics & benchmark service deliverables 10. To ensure generation of daily, weekly and monthly MIS and reports. Key Deliverables 1. Implement all Call Centre operations and quality norms. 2. Delivery of Quality Services to Customers. 3. Daily Roistering & Floor Management 4. To ensure maximum revenue to Subscribers by executing monthly booking targets Briefly State the essential Candidate specifications; Knowledge, Skills, Abilities required to successfully perform the job 1. Have managed a call centre ops function for at least a team size of 50 2. Good Knowledge of Call Centre and quality operations 3. Ability to design, develop & manage a high level customer excellence model. 4. Good communication, interpersonal & Man Management skills for dealing with Blue Collared Workforce as well as driver vendor organizations. 5. Good Market Knowledge for vehicle & transportation, geographical locations of the city. 6. Good Knowledge of Local Languages i.e. Read, write and Speak Local Languages. Interactions Internal / External Interactions - HIGH / MEDIUM / LOW Internal - Call Centre & QA Team, Subscriber Management, Customer Relations, Sales & Marketing & IT External - Customers & Subscribers Experience required [in years] 7-8 yrs (Experience of Leading a Call Centre Function in any international, Domestic BPOs and existing Radio Taxi companies) Academic Qualification required: Graduate/ MBA in Ops Specific Technical Qualification/Certification: Nil Version 1.0 Page 1 12/1/2015