Head - Call Center Operations - Automobile Sector

Job Description

About the Role : - We are seeking a dynamic and results-oriented Head of Call Center to lead and manage our customer service team in the exciting and challenging automobile sector. - The ideal candidate will be a passionate customer advocate with a proven track record of success in managing high-performing call center teams. - This is a hands-on role that requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices within the automotive industry. Key Responsibilities: Team Leadership & Management: - Lead, manage, and motivate a high-performing team of call center agents. - Foster a positive and engaging team environment that promotes employee growth and development. - Conduct regular team meetings, provide feedback, and address employee concerns. Operational Excellence: - Oversee all aspects of call center operations, ensuring smooth and efficient daily operations. - Develop and implement strategies to improve call center performance, including call handling times, first call resolution rates, and customer satisfaction scores. - Monitor key performance indicators (KPIs) and identify areas for improvement. - Ensure compliance with all relevant industry regulations and company policies. Customer Service: - Handle escalated customer issues and complaints professionally and effectively. - Develop and implement strategies to enhance customer satisfaction and loyalty. - Proactively identify and address customer concerns and trends. Quality Assurance: - Conduct regular quality assurance audits to ensure adherence to service standards and best practices. - Analyze customer feedback and identify areas for improvement in service delivery. Team Development: - Conduct regular training sessions to enhance the skills and knowledge of call center agents. - Identify and develop high-potential team members for future leadership roles. Collaboration & Communication: - Collaborate effectively with other departments, such as sales, marketing, and technical support, to ensure seamless customer service delivery. - Maintain open and effective communication with all stakeholders. Required Skills & Qualifications: - Experience3-5 years of proven experience in call center management within the automobile industry. Technical Expertise: - Strong understanding of call center technologies, including CRM systems, telephony systems, and other relevant software. - Proficiency in using data analysis tools to track key performance indicators and identify trends. Leadership & Management: - Proven leadership skills with the ability to motivate, inspire, and develop a high-performing team. - Excellent communication and interpersonal skills, both written and verbal. - Strong problem-solving and decision-making abilities. Customer Focus: - Passionate about providing exceptional customer service. - Strong customer empathy and the ability to build strong customer relationships. Performance Management: - Ability to set clear goals, track performance, and provide constructive feedback to team members. - Experience with performance management processes and tools. LocationKanpur, India (Office-based role)