Overview
Call Center Manager Jobs in Pune, Maharashtra, India at Mphasis
Title: Call Center Manager
Company: Mphasis
Location: Pune, Maharashtra, India
Role & Responsibilities:
• Ensure the SLA’s and KPI Targets as specified by the client are met consistently.
• Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.
• Dealing with Cases escalated by team members & Clients
• Complete end to end understanding of Product / Process knowledge
• Hiring & Training of new team members
• Ensuring that Team members comply with all Client & Mphasis regulatory policies and procedures
• Comply to all ISO & ISMS related protocols
• Facilitating flow down of information (e.g., policies, procedures) to all Team members
• Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process
• Conduct coaching and feedback session for team members
• Conduct daily / Weekly / Monthly huddles & meetings
• Maintain staffing requirements as specified from time to time
• Control attrition through employee engagement activities
• Leading and participating in projects
• Ensuring alignment between Client and Mphasis by regularly attending calibration/coaching excellence sessions
• Monitoring results and KPI data to drive performance and Team member behaviors including team goals
• Conduct periodic appraisals of team members
• Publish daily, weekly & Monthly reports
• Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc) to ensure smooth functioning of the process.
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Skills required:
• Graduation is a MUST.
