Manager-II - e-Commerce West

Function Role Contact Centre Manager

The primary duties of a Partnership Contact Centre manager are to facilitate communication between businesses. The partnership manager oversees communication between each entity and ensures that each business hears the others needs, goals and expectations.

Job Description

Developing objectives for the Partners Contact Centre day-to-day activities

Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

Collecting and analyzing contact centre statistics (sales rates, etc)

Hire, coach and provide training to personnel to maintain high advisory standards.

Monitor and improve sales advisory through telephonic skills.

Evaluate performance with key metrics.

Prepare reports for different departments and senior management.

Provide complete operational support to Partners to enhance the business.

Opportunity to partner with Technology Development, Product Operations and all lines of business and gain knowledge of a wide range of systems and services.

Experience working within a fast-paced mission-critical environment.

Be focused on employee development and technical training.

Provide Managerial Excellence and Effective Leadership to development teams.

Escalate deviations from planned baseline schedules and scope to business.

Monitor all development, testing and implementation activities ensuring that all phases/aspects of testing are covered based on the project.

Support managers to ensure we have identified and are measuring KPI s.

Proficient in MS Office and presentation tools.

Open to travel across cities in India (wherever and whenever required).

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