Divisional Head – Call Centre

From 18 to 26 year(s) of experience
₹ 25,00,000 - 30,00,000 P.A.

Job Description

Dish TV is the first DTH Company in India and is part of Essel Group- The largest Media House in India. It is having a subscriber base of more than 14.5 b and annual revenue of more than 3000 Cr. It is the largest DTH operator in Asia and has received various awards for excellence in various fields.


Position Brief :


Team Size : CC Operations incharge (who in turn will manage deployment of more than 3000 agents/ CC executives thru vendors) , WFM Incharge and training Incharge

Job Summary

Responsible for planning, strategizing and implementation of the Call Centre operations delivery for inbound/ Backend/ Outbound and other allied processes to meet business needs. .

Accountability:

  • Overall Inchrage for Call Centre Operations, WFM and Call volume projections and Process Training for vendors.
  • Defining user requirements into productivity norms and customer-service standards;
  • Determines call center operational strategies by conducting needs assessments, Identifying new partners and evaluating them to find suitability by capacity assessment and cost/benefit analyses;
  • Rolling call volume projection and capability building thru vendor partners to be able to attend to the expected call volume.
  • Maintains and improves call center operations by monitoring system performance thru a team of vendor managers and site managers;
  • Identifying and resolving problems faced by vendors; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs in collaboration with Business Process Excellence team;
  • Contributing to organizational strategic plans and reviews for all processes thru MBRs and other mechanisms.
  • Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and analyzing gaps for improvement..
  • Partner with other functions and HODs to improve overall C-SAT score.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value.

Call Center Operations Manager Skills and Qualifications:

Customer Focus, Business orientation, Communication, Process Management & Improvement, Problem Solving, People Management, Vendor Management,

Desired profile:

Candidate should have extensive exposure of more than 18 years in managing large in house/ outsourced call centre operations having in bound, backend and outbound process for a reputed service provider preferably in domestic telecom or DTH sector.

Qualification Preferably MBA


If interested, please share your CV at sujay.acharya@dishd2h.com

Role:Operations - Other

Salary: 25,00,000 - 30,00,000 P.A.

Industry:BPO / Call Centre

Functional Area:Customer Success, Service & Operations

Role Category:Operations

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills

Education

PG:MBA/PGDM in Any Specialization

Company Profile

DishTV

DishTV India is an Indian satellite television provider based in Noida, Uttar Pradesh with Yes Bank as its biggest stakeholder. DishTV was launched by the Zee Group on 2 October 2003. It ranked #437 and #5 on the list of media companies in Fortune India 500 roster of India's largest corporations in 2011.

Company Info
X
View Contact Details+

Contact Company:DishTV

Address:FC 19,,FILM CITY,SECTOR 16A,NOIDA, NOIDA, Uttar Pradesh, India