Outsource Partner Manager For Contact/call Center

http://fossilace.com/company/swiggy
Swiggy
BANGALORE  -  India
17 Current Jobs Openings

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Koramangala , Bangalore, India
Job Detail
  • Industry:
    FMCG / Foods / Beverage
  • Total Positions:
    2
  • Job Type:
    Full Time
  • Salary:
    81000-100000
  • Job Location:
    BANGALORE, India
  • Minimum Education:
    MBA
  • Minimum Experience:
    9 Years
  • Apply By:
    Jun 08, 2019
  • Job Posting Date:
    Feb 08, 2019
Job Description

Job Description (Outsource Partner Account_Operation Manager) 

- Experience in Email and Chat process with expertise in the driving Customer Satisfaction related deliverable. Minimum 2 years 

- Very Strong Operational skills for managing a team of 80 plus. Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience. 

- Strong and in-Dept knowledge in the customer experience space and passionate about customer experience 

- Ability to manage stress, experience in managing a challenging account 

- Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment 

- Manage Employee SAT on the floor 

- Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity 

- Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well. 

- Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job, 

- Excellent interpersonal skills 

- Analyse performance results and implement department improvements 

- Resolve escalated customer complaints 

JOB SPECIFICATION 

- Minimum 6 - 10 years of overall experience in Operations and 2 years in team leadership experience 

- Should have handled multiple teams or team size of 80-100 

- Strong customer facing, negotiation and thought leadership capabilities 

- Experience in managing stakeholders and understanding outsourcing objectives 

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Fossilace

Fossilace is a platform for job opportunities across verticals , across geographies and across experience levels .We offer HR and Recruitment Solutions besides training , employability solutions and also assist with our partners in providing accounting , payroll and start-up solutions. We work with a broad range of clients, from early-stage start-ups to large global organizations as well as highly respected Indian corporations in the Technology, Knowledge Services, Banking and Financial Services sectors in India. We are dynamically organized to provide qualitative and customized solutions according to the clients needs and requirement across this spectrum of clientele.