Call Center Manager

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Job Overview:

Looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

They should have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. 

Job Responsibilities:

• Develop objectives for the call center's day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Assume responsibility of budgeting and tracking expenses
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management
• Team Management

Mandatory Requirement:

• Proven experience as a call center manager or similar position
• Proficient in MS Office and call center equipment/software programs
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Qualities:

• Excellent organizational skills
• Leadership skills with a problem-solving ability
• Outstanding communication
• Interpersonal skills
• Positive and patience

Eligibility Criteria:

• 3-4 years of relevant experience
• Experience in customer service

Job location: Mumbai

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