Operations

Amritsar

• Manage large team within the call center environment, which includes having direct reporting of Team Leaders.
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Monitor and improve efficiencies, telephone handling, and other procedures
• Evaluate performance with key metrics
• Prepare reports for different departments or upper management
• Prepare and be part of monthly and quarterly business reviews

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Graduate or equivalent with 15 years of education

7-12 Years