Bt Is Hiring - Senior Manager - Contact Centre/bpo Operations(sales)
- BT Group
- 17 - 27 years
- Noida, Gurugram
- 3 months ago
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Job Description
Key Accountabilities
NOTE : THIS IS PURE BPO/CONTACT CENTRE SALES OPERATIONS ROLE . BPO/CONTACT CENTRE SALES OPERATIONS IS MANDATORY SKILLSET. ANYONE WHO DOESN'T HAVE THE SAME SKILLSET WILL NOT BE CONSIDERED AS POTENTIAL CANDIDATE.
- Overall functional owner and POC for Consumer operations in CSS, initially in Gurugram and across multiple locations in future.
- Accountable for aligning CSS customer experience and Sales operations strategy with Consumer strategy
- Responsible for growing existing operations and regularly negotiating monthly locks with key stakeholders
- Accountable for delivery of CSS Consumer financial objectives EBITDA, GMC etc.
- Accountable for exceeding Consumers customer experience and operational KPIs Conversion, Cross-sell, Revenue, AHT etc
- Accountable for delivering people strategy in operations including hiring, engagement, development, career and performance management
- Accountable for delivering efficiency objectives for CSS Consumer and aligning operational resources to work with PE, Automation and transformation teams
- Accountable for delivering acceptable Risk and Compliance standards including the creation of Business Continuity Plans with the help of centralized BCP team
- Accountable for exceeding not just KPI targets but better performance than competition (BPOs)
- Accountable for Your Say Action planning, Attrition management and reduction
- Responsible for closely working with various enabling functions like Recruitment, HR, Quality, MIS, L&D, WFM to deliver the expected performance for our customers
Skills Required
- Storytelling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
- Business acumen: Knowledgeable in business strategy and the drivers of organizational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)
- Member of a professional body e.g. Institution of Engineering and Technology
- In-depth understanding of various CSS capabilities required across different customer journeys & touchpoints
- Ability to effectively translate customer engagements needs into requirements on the service line
- Expert in back office, chat, web and voice operations
- Strong understanding of capacity/volume forecasting, utilization metrics etc. to deliver the agreed service levels
- Convert the data, analysis available across various departments to share actionable insights on how to improve E2E process and customer experience
- Share ideas on upcoming trends in the larger industry to continuously evolve and be best in class
Experience Required
- Leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
- Strong negotiation, interpersonal, written and oral communications skills including statistical report interpretations
- Good presentation skills needed to deliver regular operational reviews to various stakeholders
- Regular part of CFU meetings, planning workshops and events
- Development and successful delivery of stakeholder engagement plans.
- Hold CFUs accountable to deliver the best solution for customer and people
- Undertake difficult conversations and negotiations with CFUs to deliver sound commercial outcomes while driving best for customer solutions
- Create the right culture from a transparency, s, trust and fairness perspective
- Conduct open and honest conversations with the team to help them identify their strengths and development areas
- Provide strong, dynamic leadership that mentors, develops, and guides team members of the function and support functions to efficiently leverage the value of every Transaction
Why this job matters
The Senior Customer Service Manager leads service, post-sales support and solutions programmes within a specified customer segment and delivers customer results for support operations through successful direction of a customer service team.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations, Role Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: BT GroupLocation(s): Noida, Gurugram
Keyskills: Sales Operations Service Operations Management storytelling with data Business Acumen Service Delivery Management Business Operations Customer Service Management Business Process Improvement Customer Operations Stakeholder Management Operations Management
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