Call Center Manager

Job Responsibility -

· Developing objectives for the Call Center’s day-to-day activities.

· Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

· Provide coaching and assistance to Call Center agents on an ongoing basis.

· Process Daily/weekly/monthly sales leads reports for submission to management.

· Oversee and ensure conflict resolution between associates and customers.

· Ensure that all employees follow the company’s best practices for Call Center management and operations.

· Develop presentations and talks to motivate and educate Call Center agents.

· Communicate company goals to associates so every employee understands his or her role.

· Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

· Monitor and improve ordering, telephone handling and other procedures

· Evaluate performance with key metrics (accuracy, call-waiting time etc.)

· Prepare reports for Call Center Operations

· Call Center Forecasting, Operational Reviews

· Team Building, Review, Engagement & Retention

Experience -

· Good in computer skills, Analytical and problem solving skills, excellent leadership, Team Management and interpersonal skills

· 6+ years of experience is required, in BPO/KPO

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

• Provident Fund

Work Location: In person