Call Centre-Operations Head

Job Description

Job Description: Call Center Head - Nutrition and Wellness Product Marketing Job Summary: We are seeking a highly motivated and experienced Call Center Head to lead and manage our customer-facing call center team focused on promoting and selling our nutrition and wellness products. The ideal candidate will be responsible for overseeing all aspects of call center operations, including performance management, training and development, customer service excellence, sales target achievement, and process optimization. This role requires a strong leader with exceptional communication, analytical, and problem-solving skills, coupled with a passion for health and wellness. Responsibilities: * Leadership and Management: - Lead, motivate, and mentor a team of call center agents, supervisors, and support staff. - Set performance goals and expectations for the team, aligned with overall company objectives. - Conduct regular performance reviews and provide constructive feedback for continuous improvement. - Foster a positive and collaborative work environment. - Manage staffing levels and scheduling to ensure optimal call coverage. * Sales and Customer Service: -Drive sales performance by implementing effective sales strategies and techniques within the call center. - Ensure exceptional customer service by establishing and monitoring service level agreements (SLAs). - Develop and implement customer service protocols and procedures. - Handle escalated customer inquiries and complaints effectively. - Monitor call quality and provide coaching to agents to improve performance. * Operations and Strategy: - Oversee daily call center operations, ensuring smooth and efficient workflows. - Analyze call center metrics and identify areas for improvement. - Develop and implement strategies to optimize call center performance and efficiency. - Manage call center technology and systems, including CRM and call routing software. - Collaborate with marketing and sales teams to align call center activities with overall marketing campaigns. * Training and Development: - Develop and deliver training programs for call center agents on product knowledge, sales techniques, customer service skills, and call center systems. - Ensure agents are up-to-date on product information and marketing campaigns. - Implement ongoing coaching and development programs to enhance agent performance. * Reporting and Analysis: - Prepare and present regular reports on call center performance, including key metrics such as call volume, sales conversion rates, customer satisfaction scores, and average handling time. - Analyze data to identify trends and insights that can inform strategic decision-making. - Develop and implement strategies to improve key performance indicators (KPIs). * Compliance and Regulations: - Ensure adherence to all relevant industry regulations and compliance requirements. - Maintain accurate records of call center activities. Qualifications: * Bachelor's degree in Business Administration, Marketing, or a related field preferred. * * Proven track record of success in managing a call center, preferably in the health and wellness industry. * Strong leadership, communication, interpersonal, and analytical skills. * Excellent problem-solving and decision-making abilities. * Deep understanding of sales principles and customer service best practices. * Experience with CRM software and call center technology. * Ability to work in a fast-paced and dynamic environment. * Passion for health Show more Show less