Call Center Head

As the Call Center Head at our company in Trivandrum, you will play a crucial role in managing and overseeing our customer support operations. Your background in international call center processes, particularly in US or UK campaigns, will be vital for success in this role. Candidates with experience as RSA (Remote Support Agent) or RAC (Remote Access Controller) will also be considered. **Key Responsibilities:** - Lead, mentor, and supervise a team of call center agents. - Monitor team performance and provide actionable feedback. - Ensure high-quality service delivery and customer satisfaction. - Handle escalations and support agents in complex queries. - Collaborate closely with the operations team to meet KPIs and SLAs. - Generate regular performance and quality reports. **Required Skills & Qualifications:** - Minimum 5 years of experience in a call center environment. - At least 1 year of experience in a leadership or supervisory role (mandatory). - Prior experience in US or UK processes is highly preferred. - RSA or RAC experience is an added advantage. - Excellent communication, interpersonal, and leadership skills. - Strong problem-solving abilities and decision-making skills. **Preferred Qualifications:** - Bachelors degree in any discipline. - Exposure to CRM tools and workforce management systems. **What We Offer:** - Competitive salary and performance-based incentives. - Opportunity to work with a dynamic and growing team. - Supportive work environment focused on professional development. - Exposure to international call center operations. - Career advancement opportunities based on performance. - Comprehensive training and mentoring. **Benefits:** - Flexible schedule - Provident Fund As the Call Center Head, you will have the opportunity to contribute to a supportive work environment that values professional development and offers exposure to international call center operations. Your leadership skills and experience in call center environments will be instrumental in ensuring the success of our customer support operations.,