Call Center Head

Role Overview: As a Call Center Head, you will be responsible for managing and overseeing customer support operations, focusing on international call center processes such as US or UK campaigns. Your role will involve leading, mentoring, and supervising a team of call center agents to ensure high-quality service delivery and customer satisfaction. You will work closely with the operations team to meet KPIs and SLAs while handling escalations and providing support in complex queries. Additionally, generating regular performance and quality reports will be a key aspect of your responsibilities. 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. - Work closely with the operations team to meet KPIs and SLAs. - Generate regular performance and quality reports. Qualification Required: - 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. Additional Details: The company offers competitive salary and performance-based incentives, an opportunity to work with a dynamic and growing team, a supportive work environment focused on professional development, exposure to international call center operations, career advancement opportunities based on performance, comprehensive training, and mentoring. Note: Benefits include a flexible schedule, Provident Fund, and the work location is in person with a rotational shift schedule. A Bachelor's degree in any discipline is preferred, along with exposure to CRM tools and workforce management systems.,