Contact Center Operations Manager Tata Consultancy Services
Tata Consultancy Services
Office Location
Full Time
Experience: 13 - 13 years required
Pay:
Salary Information not included
Type: Full Time
Location: Maharashtra
Skills: Operations, Performance Metrics, resource planning, Quality Assurance, Continuous improvement, People Management, Revenue Enhancement, Client Interaction, Relationship management, Innovation, B2B, B2C, predictive analytics, Interpersonal Skills, Delivery experience, KPIs, COPC framework, PL Ownership, margin optimization, Business value delivery, transformation initiatives, RFPRFIs, consulting projects, multichannel exposure
About Tata Consultancy Services
Job Description
You will be responsible for hands-on operations and delivery of performance metrics for single/multiple accounts. This includes collaborating with support functions, managing resources from planning to real-time, implementing COPC framework, ensuring quality assurance, continuous improvement, and effective people management. You will also be accountable for P&L ownership, client interaction, delivering business value, driving innovation, and participating in RFP/RFIs. Additionally, you should have experience in managing multiple locations, be well-versed in multichannel operations, possess B2B and B2C experience, understand predictive analytics, and demonstrate strong interpersonal skills. Any exposure to international operations and hub-and-spoke model will be beneficial. If you have a background in customer service and credit, along with the ability to work across time zones and handle consulting projects, we encourage you to apply for the role of CEM Delivery Lead at TCS.,