![]() ![]() Poor organizational structure in the engine room from which all customer contacts are managed can trigger a baffling bayou of contradictions: confusion within roles, a lack of coordination among functions, reluctance to share ideas, and slow decision-making. ![]() Organizations need to show people how to operate in a new structure as it dictates the relationship of roles, and therefore, how people function. ![]() The reality, though, is that it could result in responsibilities being overlooked, inappropriate staffing, and people (even functions) working against each other. This, the experts say, isn’t surprising since it is a complex process, and finding a practical approach to organizational design can be difficult. In a call center setting, this doesn’t always happen. If this does not happen, ambiguity, confusion, and a lack of accountability often follow. When strategy changes, organizational structures, employee roles, and job functions should be realigned with the new objectives. Please use your discretion.Globalization, advancements in tech, and now Covid-19, have forced organizations to rethink their strategies and change the way they operate. This job opening was posted long time back. Managing teams across geographies for CS/call center in specific Efficient use of resources to deliver organization goals Experience in managing staff in a remote environment. Working in a fast-pace environment with the ability to supervise multiple initiatives/goals Experience leading processes, delivering completion on or before deadline Establishing quality and operational standards and managing them Defining establishing and meeting CS and call center metrices Minimum 15 years of call center experience with minimum 5 or more years in leading 50+ staff. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.Įducation: Bachelor's degree/Master's degree Summarize, collect and analyze call center trends and data for regular performance reports. Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects. Call for repairs and trouble shooting as needed. Oversee system maintenance and upgrade implementation. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses. Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations. Manage and improve call canter performance through performance monitoring, problem resolution, system audits and quality assurance measures. Develop company systems for customer interaction and voice response and control the implementation process. Establish a high standard for productivity, quality, customer service as well as define user guidelines. Our client is one of the largest mutual life insurance companies in the World, Headquartered in US with the captive setup in India, looking to hire Female leaders to Head the contact center, can be based in Chennai / Gurgaon. Vice President - Contact Center Operations ![]() Intellectual Property Rights (IPR) Jobs. ![]()
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