Senior Customer Service Manager - Call Center

Role & responsibilities

Inbound:-

Hire, train, prepare, and motivate the team members to provide excellent service to customers

Lead the In-house call centre functions to deliver service propositions which align with business strategies and achieve customer satisfaction

Manage the daily running of the call centre, including sourcing equipment, effective resource planning

Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews

Summarize, collect, and analyse call centre trends and data for regular performance reports.

Prepare weekly and monthly KPI reports for submission to executive management

Develop methods for cross-selling and improvising the existing customers efficiently to increase Digital Sales

Challenging the existing process to make efficient and simple process and faster resolution

Working in co-ordination with all the business team, product team, Marketing Team, Policy Servicing Team and IT

Conduct feedback sessions with team members using recorded calls as learning tools

Outbound:-

Would be responsible for the overall operation of outsourced managed call centre. As such, this individual will ensure that the Call Centre consistently meets organization and department goals for providing excellent service, and all policies and procedures are understood and followed.

He/she must lead and coach the team to build and sustain quality-based service relationships with customers. This individual must have an extensive knowledge of call centre services, policies and procedures and be able to coach, discuss and explain services in detail. He/she must reflect the highest quality service standards of our organization in dealing with both internal and external customers.

The Call Centre AM must take the lead in achieving Call Centre assigned targets, must display leadership and coaching to the team, and promote team enthusiasm, loyalty and interest. This position is heavily focused on improving processes through analysis and efficiencies gained through the use of technology.

This individual will direct a team of Call Centre team whose responsibilities include monitoring the moment to moment activity within Call Centre. The Call Centre AM will provide Senior Management necessary statistics, proposals and strategic planning objectives related to his/her job function.

Actively involve in the screening & hiring of new agents.