Job Title

Designation: Manager/ Sr Manager BPO Operations Location: Noida Shift: US Shift Nature of job: Onsite and Full timeSummary: Assist the call center manager in maintaining established service levels and providing support by performing the following duties.Essential Duties and Responsibilities: Assist Call Center representatives in performing their regular and special assigned duties; this includes to a lesser degree answering calls for service and assigning jobs Answer questions regarding department policy and procedures Manage call and job queues, making sure service levels are being met Assists in resolving customer issues  Assist department manager with assigned tasks and provide feedback Perform all office functions and other reasonable, related duties as assigned or requestedSupervisory Responsibilities: Provide and document constructive feedback to employees on their performance or other issues Document employee disciplinary issues, as outlined by the call center management, based on current policy. Document employee attendance occurrences, as outlined by call center management, based on current policy Create metric and other reports, as requested by call center managementQualifications: PG preferred from Tier institute. 10+ years of Customer Service and team handling experience required. To perform this job successfully, an individual should have extensive knowledge of Database software; Spreadsheet software and Word Processing software. Basic computer programs such as Word, Excel, Outlook, Internet Explorer and Power Point.