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The Manager of Level One Contact Center is responsible for managing performance and development of a team of approximately 5-10 salaried Supervisors and their teams. Additionally, the Operations Manager serves as a key point of contact and lead for cross-functional project initiatives including hiring and interviewing, new hire and continuing education curriculum development, planning and facilitation, staffing and budget adherence projects and other responsibilities as assigned.

The Manager of Level One Contact Center Operations plays an integral role in leading the Contact Center in achieving strategic performance initiatives by taking action and exercising strongleadership judgment and decision-making skills to ensure that department goals are met and exceeded.

This position is located in the Hyderabad, India contact center.

PRIMARY RESPONSIBILITIES:

Responsibilities for this position include but are not limited to the following:

• Demonstrate leadership development by conducting weekly performance reviews and development coaching sessions with salaried leaders and indirect reports
• Develop and implement strategic team plans to consistently improve team and site performance while also collaborating on employee action plans for individual development actions
• Develop and provide recognition programs and events to reinforce positive behaviors in a timely, professional and effective manner
• Address performance issues in a timely, professional and effective manner
• Administer policies and procedures, insure all records are complete and accurate
• Ensure all generated reports are correct and submitted in a timely manner
• Keep abreast of new developments that either directly or indirectly effect the department
• Conduct all steps of disciplinary action, including terminations (with the assistance of Human Resources)
• Assist in the interviewing, hiring and orientation of Contact Center Supervisors and other positions within the Contact Center
• Coordinate and assist with ongoing training for Agents andleadership
• Motivate, encourage and provide feedback to staff and help establish career paths
• Monitor and evaluate email volume statistics to ensure service levels are attained
• Analyze daily, weekly and monthly reports to correct status and recommend future workforce management
• Serve as internal Contact Center project lead and participate in cross-functional project work and decision management
• Promote relationships with other departments and sales offices by maintaining consistent concise communication
• Respond to customer inquiries
• Knowledge regarding company policies and procedures
• Maintain up-to-date position plans on a regular basis with staff
• Write and recommend to Director new policies and procedures as needed

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

• Minimum of 8 years of overall work experience
• Minimum of 5 years of leadership experience; internal Level OneTeam Lead or equivalent experience may be considered in lieu of 5 years
• College degree preferred; equivalent experience may be considered
• Must be flexible to work in 24/7 environment, including working nights
• Ability to work extended hours or weekends when required
• Demonstrated ability to develop staff, accurately evaluate performance and motivate teams to achieve performance goals
• Demonstrated effectiveness in strategic planning, ability to execute on tactical initiatives, attention to detail and time management
• Strong verbal and written communication skills
• Strong working knowledge of Word, Excel, Outlook and Internet Explorer
• Demonstrated effectiveness in communicating between clients, staff and management
• Resolution oriented and demonstrated personal initiative to exceed performance targets
• Familiarity with Realpage products, other property management software, or the property management industry is preferred
• Strong leadership, human resources, and project management skills, including the ability to effectively manage multiple projects simultaneously; must possess strong attention to detail
• Proven ability to effectively communicate with diverse groups such as clients, supervisors and teammates
• Ability to work discretely with confidential information
• Demonstrated ability to change direction and reprioritize tasks