Contact Centre Manager

i Quest Consultants
  • Doha
  • 12-30 lakh
  • 15-25 years
  • Views
  • 14 Jul 2017

  • Customer Service, Operations

  • IT/ Technology - Software/ Services
Job Description

With 15+ years of experience working in various positions and industries such as Telecom/ISP, Retail- Supply chain, Logistics & ITES.

10 years of experience in Project Planning, , Project Delivery, Project Life-cycle, Partner/Vendor Management & Customer Experience.

Should be a Champion at analyzing Customer Requirements, Business Requirements, Change in Business & Workflow mapping to retail business domains.

Should be Proficient in Gap Analysis, Business Requirement mapping, Software Demonstration, Product Architecture & Feature Set, and Productive Benefits.
Should Adherence to SOPs (Standard operating procedures) & industry best practices.

Should have coordination competence with Cross-functional teams, Program Managers, IT Managers, Stake holders, Business users & sub-ordinates

Well versed in Managing, Motivating, Driving and Volunteering teams for running successful business operations.

Excellent in Document Management, Business Blue prints, Contracts, TDDs, Client signed off URS etc. ensuring the same are being referred during Lifecycle phases.

Skilled at Resource Planning, Resource Management & over all Budgeting of the projects.
Should possess crisis Management skills during downtime, outage or any abnormality & critical situations.

Excellent at setting up the Contact centre, Technical desk, Service desks, Sales gallery and customer facility centers.

Should be able to make Communication Plan for Project milestone, Production launch, Go-live plan & Feedback.

Ability to work independently and as a team member with strong Time Management and Organizational skills & flexibility to do Multi-tasking.

Should be Excellent at Training workshops, Plan & Recommend Training programs for internal teams, departments, sub-functions etc. for enhancement & better productivity.

Following Skill Set Essential

Process Consulting & Re-engineering

Strategic Planning and Forecasting

Business Process Operations

Resource Planning & Management
Research & Analysis

Team Management & Development

Project Management
Training & Development

Service Delivery Management

Project Life Cycle
Customer Relationship Management

Customer Service Management

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i Quest Consultants