Outsource Partner Manager For Contact/call Center

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Koramangala , Bangalore, India
Job Detail
  • Industry:
    FMCG / Foods / Beverage
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
  • Job Location:
    BANGALORE, India
  • Minimum Education:
  • 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 


- 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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