Call Center Head

Franchise India is seeking an experienced Call Center Head to lead our customer service operations. The ideal candidate will be responsible for managing our call center team, ensuring exceptional service delivery to our clients and franchisees, and driving performance excellence.

Key Responsibilities:

• Leadership and Management:

• Oversee and motivate a team of call center agents, ensuring alignment with company objectives.
• Develop and implement training programs to enhance team performance and product knowledge.
• Conduct regular performance evaluations and provide constructive feedback to team members.

• Operational Excellence:

• Manage daily call center operations to ensure efficiency and productivity.
• Monitor and analyze call center metrics (e.g., response times, resolution rates) to identify areas for improvement.
• Implement best practices to optimize operational efficiency and improve customer satisfaction.

• Customer Service:

• Ensure high-quality interactions with clients and franchisees, addressing escalated issues promptly.
• Develop customer service policies and procedures to enhance overall service delivery.
• Collect and analyze customer feedback to drive continuous improvement.

• Strategic Planning:

• Collaborate with senior management to set departmental goals that align with overall company objectives.
• Utilize data analytics to inform staffing and operational strategies.
• Stay informed about industry trends and competitive landscape to keep Franchise India at the forefront.

• Reporting:

• Prepare regular reports on call center performance, highlighting achievements and areas for development.
• Present insights and recommendations to senior leadership based on performance metrics.

Qualifications:

• Bachelors degree in Business Administration, Management, or a related field; Masters degree preferred.
• Minimum of 5 years of experience in call center management, preferably in the franchising or service industry.
• Strong understanding of call center metrics, CRM systems, and customer service principles.