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CCC Operations Manager - Kolkata

Position: CCC Operations Manager

Function /Division: CHILDLINE Contact Centre, CHILDLINE India Foundation

Reporting to : Head, Communications & Strategic Initiatives, CHILDLINE India Foundation

Location:  Salt Lake (Kolkata)

Job Email Id: Replica Orologi rolexcolor="#0000ff">careers@childlineindia.org.in

Last date: 25/08/2014 

The CHILDLINE Contact Centre (CCC) is a 24 hour voice response facility of CHILDLINE run out of a modern Business Processes Outsourcing operating out of Mumbai, the CCC is catering to cities to support the CHILDLINE network. Telecom & IT technologies are integrated to provide script based voice response to calls on 1098, connect to CHILDLINE Partners to facilitate interventions, record calls, generate database. CCC answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level.

No. of Position: 1 at Kolkata)

Candidate must be:
•Female/Male
•Post Graduate in any stream, preferably from any reputed College of Social Work.
•35 years or below with minimum experience of 4+ years in team or project management
•Possess strong verbal and written communication skills with a proficiency in English and the local languages (fluent in Tamil & English for Chennai and Bengali & English for Kolkata) and have knowledge of basic computer applications.
•Passionate about the cause of children and an open attitude to learning
•Willing to work in shifts (Day/Night).

Only residents of Kolkata living within a 30 Kms radius from Salt lake can apply. Candidates replique montre from outside these places will not be considered.

Job Responsibilities:

•The Manager shall be responsible for Call Management (Voice response) and operations of CCC, managing systems and processes; managing staff, documentation and Data management. Managing CRM and other software on the process.
•The Manager shall be responsible for maintaining hublot pas cher and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs; installing upgrades.
•The Manager shall be responsible for accomplishing call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
•The Manager shall be responsible for analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Salary commensurate with qualifications and experience.

Skills/Qualifications:

CRM knowledge, People Management, Managing Processes, Emphasizing Excellence, Process Improvement, Problem Solving, People Skills, Teamwork, Knowledge related to children issues, Verbal and written Communication, Informing Others.

Interested candidates should mention the position in the subject line (Position of Operations Manager, CCC) and email their detailed resume to careers@childlineindia.org.in latest by:

For Kolkata: by August 25th 2014

Only candidates shortlisted for interviews will be contacted. No emails/ phone calls/ faxes please. CHILDLINE India Foundation is an equal opportunity employer.

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