Call Center Manager

Confidential

India

Description

The ideal person will ensure that short term forecasts and short term plans are delivered. Analysing resource and workloads in real-time to deliver an outstanding level of service to Dyson Customers whilst balancing support for employees to maintain engagement across the Contact Center.

Market Overview

Dyson is establishing operations in India, headquartered in Gurgaon, to launch our India presence. To begin with, there will be a small leadership team setting up the business with full support from the Regional Hub and Group. This team will develop the plans to grow the organisation and build the business.



Function Overview

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Dyson Experts can’t fix. Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

Responsible for handling all advisors queries including absence calls, referring individuals to the relevant party, communicating changes and updating systems in a timely manner, you would also be working with the Line Managers to deliver effective Real-Time performance in the Contact Centre.

 

It would be your responsibility to speak with contact center executives each day to ensure completion of off-phone activity is set efficiently to make sure it balances with the calls forecasted. You would monitor real-time performance such as average speed of answer, adherence and taking action to maximize resource efficiency.

 

In your role you would keep the work force management system updated with all changes including joiners and leavers, manage the CCResource-Planning mailbox, completing actions and responding to emails within SLA and processing employee holiday within SLA.

Skills

  • 7 to 10 years of experience in a high-paced contact center
  • An understanding of the prioritization of workloads in a contact center
  • An understanding of the resource and planning cycle
  • Strong knowledge of Excel (advanced level) and other Microsoft software
  • Strong analytical skills
  • Excellent organizational skills

Benefits Overview

Dyson India monitors the market to ensure competitive salaries and bonuses. Beyond that, you will enjoy a comprehensive insurance care. Financial benefits are just the start of a Dyson career. Professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture and engineering spirit, its an exciting team environment geared to fuelling and realizing ambition.


Posted: 23-Aug-2017

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