inbound manager.

metrics on a regular basis to ensure that all deliverables meet or exceed expectations
 Determines operational strategies by conducting needs assessments, performance reviews, capacity
planning, and cost/benefit analyses;
 Defining user requirements; establishing technical specifications, and production, productivity,
quality, and customer-service standards; contributing information and analysis to organizational strategic
plans and reviews.
 Maintain and improve operations by monitoring operational performance; identifying and resolving
problems; preparing and completing action plans; root cause analysis
 Own and drive regular updates to ensure knowledge level of team is continuously updated
 Responsible for managing the overall quality monitoring/auditing, preparing and providing adequate
feedback to ensure process compliance
 Development of operational strategies, conducting of periodic assessments and review of capacity
planning to ensure availability of resources and IT system to support business plans
 Regular feedback to quality, ops and training teams enhance the overall customer experience
 Identify root causes and share analysis through reports presentations
 Identify improvement opportunities, develop and drive appropriate action plans for enhancement
quality, service indicators and utilization of the resources
 Responsible for retention and shrinkage control. Skill set
 Deep domain expertise in Voice/ contact centre and operations.
 Hands on experience of managing SLAs and KPIs
 Excellent inter-personal and people management skills, with an ability to lead the team from the
front; should have handled large teams (100+ Agents)
 Good Analytical Skills; Expertise in analysing data, creating models using excel and other tools
 Excellent Communications skills, both verbal and Non-Verbal.
 Eye for detail - Ability to identify potential failure modes
 Analytical and problem-solving abilityDesired Skill Sets / Preferred Attributes
 Good knowledge of Quality Principles
Work Experience
 5+years’ experience in working in Contact Centers
 Experience in working in Banking domain preferable
 Experience in process improvement preferable