Operations Manager - Contact Centre

POSITION: - Project Manager– Operations

LOCATION: - Chennai, India

JOB PROFILE:-

SLA Management

 Manage performance of the team

 Deliver on SLA commitments based on the contract

 Meet and exceed customer satisfaction goals

 Daily / Weekly / Monthly / Quarterly Reporting of SLA performance

 Proactive management of business / operations trends

 Forecasting business volume, capacity planning

 Formulate continuous improvement plan

Client Management

 Ensure client satisfaction in alignment with “100 Referenceable customers”

 Weekly / Monthly / Quarterly operations and business review with stakeholders.

 Set and Manage client expectations

 Identify potential new business opportunities

 To take complete ownership of the cases and to take feedback on negative s...