Process Manager job in virar

Type of Company / Type of product	-	Voice Process Call Center
Post / Job Title	-	Process Manager
Location	-	Virar
Duty Time	-	9pm -6am
Weekly Off	-	Saturday & Sunday
Experience	-	7-9 year in BPO
Qualification	-	Any Graduate
Gender	-	Male / Female
Salary offer	-	Up – 7 lakh / Annum
Age Limit	-	NA
Pick & drop Or Conveyance	-	NA
PF ESIC Facility	-	NA
Job Profile
KEY SKILL This must be a person who started as a CCE (FTE) - 7-9 years of BPO experience is must. - An Ideal candidate must be working as at-least an Asst. Mgr. - At least 3-4 teams (through team leaders) must be reporting in to him. - Stability is a must factor shown through-out his career. Candidates with less that 2 years in any company, during his/her career, must not be shortlisted. - Ideal candidate must have worked in both, Voice based process, preferably at a managerial position (Team Leader/ Asst. Mgr.). ·         Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. ·         Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. ·         Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. ·         Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. ·         Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. ·         Prepares call centre performance reports by collecting, analysing, and summarizing data and trends. ·         Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. ·         Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. (If & When Required) ·         Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
ABOUT THE COMPANY
US INTERNET SERVICE PROVIDER CALL CENTER
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