ONI Recruitments invites applcns - Call Center Manager for a USA Based group, Rs 5 to 10 lakhs pa Bangalore, Karnataka Job Description Vacancy : Call Center Manager for a USA Based Groups Offshore location office in Bangalore Bangalore Salary : Rs. 5 lakhs to 10 lakhs or more for deserving candidates The working atmoshphere would be equal to if not better than that being provided by any Multi National Company in India. The HR is pro team working, hence retention and motivation oriented. Joining : At the earliest Reference letters : Must from past bosses ABOUT the USA Based Group The USA based Group is headquartered in Miami, Florida,USA.We have businesses in the areas of education,healthcare,legal services and insurance.With the fast paced growth across all businesses the group has setup a global operations center in Bangalore,India.The group consists of the following companies: A Pharmacy Headquarters .This is a VC funded concept and is a patent-pending system that allows consumers in the US to get At-Cost pricing on thousands of prescription medications. It also combines a national network of medical doctors available for consultation 24 hours per day,7 days per week via telephone. B American High School offers virtual school programs which is an Internet-delivered online high school and middle school courses for students throughout the United States and internationally. Since 2004, American High School has enrolled over 8,000 students. C Law firms engaged in Class Action Suits and headquartered in Washington, DC D A legal marketing firm operating in the class action suit domain. E A firm involved in all aspects of finance, banking, and asset based lending. F An insurance agency that is engaged in selling health, life, dental and allied insurance products. ROLE OVERVIEW We are in the process of migrating all our lead generation,sales and marketing activity to Sales force and need a strong analyst / developer who can ensure smooth migration to Sales force, setting up of scripts,process flows and reporting. ROLE OVERVIEW We are in the process of migrating all our lead generation, sales and marketing activity to Salesforce and need a strong analyst / developer who can ensure smooth migration to Salesforce, setting up of scripts, process flows and reporting.• DESIGNATION Call Center Manager• EXPERIENCE 5+ yearsof experience managing call centers engaged in international processesCOMPENSATION• US TIMINGS 9 AM EST (630/730 PM IST) TO 6 PM EST (330/430 AM IST)•Bangalore, IndiaWORK TIMINGS•Based on candidate skills and current CTCLOCATION• ROLES & RESPONSIBILITIES Understand various lines of businesses and understand process flows and suggest improvements in the call center process• Ensure that third-party center agents are trained•Manage a group of call centers working for us located in India, Philippines, Belize, etc.• Identify performance issues and takes appropriate actions•Identify, implement, and manage processimprovement ideas to improve efficiency•Ensure they meet all key performance metrics and requirements• Retain and continue to develop high performers•Improve low performers, or move them out•Aggressively manage performance• Monitor live calls and provide performance enhancing feedback•Review statistics and validate by observing agent behavior• Give careful attention to key call metrics•Engage in calibration sessions with centers, agents, supervisors and team leaders• Following Quality Processes Thoroughly -Checklists, Standards Etc. on process•Analyzing Team Performance and Identifying Training Needs• Be comfortable in using MS OfficeESSENTIAL SKILLS•BIG PLUS if you have access to network of call centers as we are looking to add moreTECHNICAL MUST-HAVEs• Must have excellent communication skills•Must befluent in USA English• Must be target and performance driven• COMMUNICATION If in doubt contact A Roy Choudhury, your Recruitment Consultant, (NO CHARGE FOR RECRUITMENTS ) Managing Director, ONI CONSULTANCIES• Please send across: Your latest CV• Current CTC (breakup by fixed and variable) and• Notice period (in days)• If interested please send your resumes to oni@onirecruitments If in doubt speak with Mr.Aniruddha Roy Choudhury - 9339149499
Posted on: Fri, 23 Jan 2015 04:50:15 +0000
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