Call Center and Customer Care Manager

We are seeking an experienced and dynamic individual to fill the position with Call Center and Customer Care Manager. The successful candidate will be responsible for overseeing the day-to-day operations of our call center and ensuring excellent customer service delivery. The manager will lead a team of customer service representatives, implement strategies to improve efficiency, and maintain high standards of customer satisfaction.

Team Leadership:

Lead, mentor, and motivate a team of customer service representatives.

Conduct regular performance evaluations and provide constructive feedback.

Develop and implement training programs to enhance the skills of the team.

Operational Management:

Oversee daily operations of the call center, ensuring seamless and efficient workflow.

Develop and implement strategies to improve overall call center performance.

Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.

Customer Service Excellence:

Ensure a high standard of customer service is maintained at all times.

Address customer concerns and escalations, ensuring timely and effective resolution.

Implement best practices to enhance customer satisfaction and loyalty.

Process Improvement:

Identify opportunities for process improvement and implement effective solutions.

Collaborate with cross-functional teams to streamline processes and enhance efficiency.

Stay updated on industry trends and technologies to incorporate best practices.

Quality Assurance:

Establish and enforce quality assurance standards for customer interactions.

Conduct regular audits of calls and transactions to ensure compliance with company policies.

Provide feedback and coaching to team members to improve performance.

Reporting and Analysis:

Generate and analyze reports on call center performance and customer feedback.

Utilize data-driven insights to make informed decisions and implement improvements.

Qualifications and Skills:

Educational Background:

A bachelor's degree in Business, Management, or a related field is preferred.

Experience:

[5-10] years of experience in call center management or customer service leadership role.

Skills:

Strong leadership and interpersonal skills.

Excellent communication and problem-solving abilities.

Proficient in using call center software and customer relationship management (CRM) tools.

Ability to work in a fast-paced environment and make data-driven decisions.

Industry Knowledge:

Familiarity with customer care trends, best practices, and emerging technologies in the industry.

Certifications:

Any relevant certifications in call center management or customer service will be a plus.

If you believe you possess the necessary qualifications and skills to excel in this role, please submit your resume and cover letter to [contact email]. We look forward to reviewing your application.

Compensation :- 6 to 8 LPA plus incentives

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