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Assistant Manager - Inbound contact centre Operations

7 - 12 yrs
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Not Disclosed by Recruiter Posted 30+ days ago Job Applicants: 276 Job Views: 1500+

Job Description

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    Chennai, Tamil Nadu, India Assistant Manager - Inbound contact centre Operations
    Experience : 5 to 7 yrs

    Skills Required :

    Job Summary : Ensure that all member queries, requests and complaints relating to Club Mahindra Holidays are addressed by the Voice, Non Voice & Inventory teams to resolve & achieve highest levels of member satisfaction level. 1. To ensure that LTH quota for CMH is utilized to maximize the resort occupancy 2. To manage the Voice and Non voice and the Inventory teams SLAs and ensure that they are met within the specified time limit a. Ensure that the Call Center Service Levels are met 3. To monitor the Member satisfaction scores (IMRB) monthly based on the inbound calls and mail response and the customer feedback and ensure that it is on a positive trend 4. Handling escalations a. To make sure that the escalations raised to Self and to the Team are resolved within the specified time limit 5. To maintain a smooth Interdepartmental relationship and coordinate with them for issues relating to Call Center 6. Managing Headcount a. To Optimize headcount among all the teams to ensure higher level of member satisfaction with reduced man power costs b. To ensure that the attrition levels are kept within the specified limit c. To ensure that all the agents are well trained 7. To maintain the team effectively towards the customer satisfaction. a. Responsible for recruitment, mentoring and retention of their team members b. Allocate tasks to the team c. Review of Teams performance d. Periodic tracking of performance appraisal of the team 8. To ensure that all the interactions assigned to Self and to the Team are resolved within the specified time limit

    Assistant Manager - Inbound contact centre Operations Job Position Details What You Will Be Doing
    You will Work in team environment and learn software development life cycle
    You will learn new technologies and develop applications which will delights our clients What You Need for this Position What's In It for You
    Staying on top of the latest trends in technology About us
    Mahindra Holidays & Resorts India Ltd., (MHRIL) is a part of the Leisure and Hospitality sector of the Mahindra Group and brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the companys flagship brand Club Mahindra Holidays, today has a fast growing customer base of over 170, 000 members and 40 beautiful resorts at some of the most exotic locations in India and abroad.
    Parentage Mahindra Holidays & Resorts India Limited is part of the USD 16.7 billion multinational Mahindra Group. With over 180, 000 employees in 100 countries across the globe, the Group is also among Indias top ten Industrial Houses with interests in aerospace, aftermarket, agribusiness, automotive, components, consulting services, defense, energy, farm equipment, finance and insurance, industrial equipment, information technology, leisure and hospitality, logistics, real estate, retail, and two wheelers. Domain Expertise Over the last decade, MHRIL has established itself as a market leader in the family holiday business. The company has followed a two pronged strategy rapidly increasing its bouquet of resorts to provide more variety in holidaying options and enhancing its service levels to its members to provide delight at every point of interaction. All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in all areas of operation, from housekeeping to food & beverage to holiday activities. Creating and managing the holiday experience is a core strength. Mission Good Living. Happy Families. Vision We will be among the Top 5 Vacation Ownership companies of the world in terms of member base by Financial Year 2020

    See all recent updates Company details 5, 001-10, 000 employees Thank you for registering. Our recruiter will contact you very soon. Face To Face Interview

Salary: Not Disclosed by Recruiter

Industry: Other

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Operations Manager

Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    Please refer to the Job description above


UG: Any Graduate

PG:Post Graduation Not Required

Company Profile:


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