Senior Manager, Job Opening available
Job Description
Responsibilities • Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations. • Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery. • Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction. • Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team. • Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement. • Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes. • Collaborate with cross-functional teams to align customer experience initiatives with organizational goals. • Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.Location
Gachibowli, Hyderabad, Telangana, India 500032Qualification
MBA Health Care Management, PGDM in OperationsDepartment
GeneralSkills
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