Call Centre Manager jobs in Navi Mumbai at IDBI Intech Ltd.

Call Centre Manager

No. of Positions: 1

Position (Grade / Level): Head - Call Centre Operations

Desired Experience:

Should have worked in a leadership position with a Domestic or an International BPO.
Should have worked in a Banking process / Domain in the current or a previous role

Location: Belapur, Navi Mumbai

Educational Qualification: Graduate / PG in any stream from a government recognized university

Job Responsibilities:

Manage the day to day performance of the Contact Centre Operations to deliver high class service, meeting or exceeding all KPIs and within budget. Managed a team size of more than 500 staff members. Strong experience of handling both inbound and out bound voice processes is necessary. Experience of other customer contact channels will be required. Experience of banking / credit collections is desirable
Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.Enabling performance to improve end customer satisfaction and deliver as per the requirement of the client
Ensure achievement of overall Business Unit objectives
Quality Compliance / Business Process Improvement
Driving continuous improvement in Productivity and Quality metrics, updating Standard Operating Procedures for the process
Effective forecasting and Headcount planning
Should have managed more than on process in the current tenure or in the recent past

Additional Responsibilities:

Interact with Business
should have good Leadership Quality
Should be able to collect, collate and analyse the data for the Management
Tool / Technical Skills:
should have Basic computer knowledge - MS office
Finacle knowledge would be an added advantage

Established in 2000, headquartered in Navi Mumbai, IDBI Intech Ltd. (Intech) is Global management consulting, technology services and outsourcing company, with approximately 700+ people serving clients all over India and overseas too. IDBI Intech Ltd. is a wholly owned subsidiary of IDBI Bank Ltd., which is India's leading new generation commercial bank. IDBI Bank has set up IDBI Intech Ltd. (Intech) to tap the IT services related opportunities arising in the BFSI sector.