Call Center Manager

Job Description

Job Description: Job Title: Assistant Manager – Call Center (Service) Company: Premsons Motor Udyog Pvt Ltd (Authorized Maruti Suzuki Dealership) Location: Kokar Workshop, Ranchi, Jharkhand Experience Required: 3–4 years in a team handling role in a call center (preferably automotive/service industry) Qualification: Graduate Job Responsibilities: Manage and supervise the daily operations of the service call center team. Lead a team of tele callers/agents to ensure timely outbound and inbound calls for service bookings, feedback, and follow-ups. Monitor call quality, ensure adherence to scripts, and maintain a high level of customer service. Track performance metrics like call volume, resolution rate, appointment conversion, and customer satisfaction. Train and guide team members to improve communication, product knowledge, and customer handling skills. Resolve escalated customer issues effectively and professionally. Collaborate with the service team and workshop to ensure seamless scheduling and customer follow-up. Maintain MIS reports, call logs, and ensure data accuracy in CRM systems. Key Skills: Strong leadership and team management skills Excellent communication and interpersonal abilities Good knowledge of call center metrics and reporting Ability to handle customer escalations and problem-solving Proficient in MS Excel, CRM/Call Management Software Perks & Benefits: Competitive salary package PF, ESIC, Gratuity, Bonus Career growth opportunities within the dealership Show more Show less