Call Center Manager

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities:

• Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
• Monitoring service quality by conducting sample checks on calls and emails.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Maintaining accurate records and documenting all customer service activities and discussions.

Requirements:

• Bachelor’s degree in business administration or relevant field.
• A minimum of 5+ years of proven experience in customer service (International BPO – Voice process).
• Preferred experience in telecom provider industry (Airtel, Vodaphone, Jio etc.) NBN (National Broadband Network) services.
• Experience in working night shifts/rotational shifts.
• Proficiency in Microsoft Office and customer service software.
• Excellent communication and presentation skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.