Online Call Center Manager

Job Description:

Goibibo, a leading online travel agency, is seeking a passionate and hardworking Online Call Center Manager to join our team in Kolkata, West Bengal. As a Mid-to-Senior Level position, the ideal candidate should have at least 8 years of experience in a call center environment.

Responsibilities: 1. Manage and oversee the operations of the online call center, ensuring that all customer inquiries and issues are promptly addressed and resolved. 2. Develop and implement strategies to improve call center efficiency and customer satisfaction. 3. Monitor and analyze call center metrics to identify trends and areas for improvement. 4. Train, mentor and supervise call center agents to ensure high performance and adherence to company policies and procedures. 5. Collaborate with other departments to provide feedback and insights on customer needs and preferences. 6. Handle escalated customer complaints and ensure appropriate resolution. 7. Keep abreast of industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in call center management, with a minimum of 8 years in a similar role. 3. Excellent communication skills, both written and verbal. 4. Strong leadership and interpersonal abilities. 5. Ability to work well under pressure and manage multiple priorities. 6. Proficiency in Microsoft Office Suite and call center software. 7. Experience with CRM systems is a plus. 8. Passion for travel and hospitality industry.

Personality Traits: Passionate, hardworking Soft Skills: Communication, teamwork

Benefits: 1. Travel opportunities for personal and professional development. 2. Profit sharing program to incentivize performance. 3. Company transportation for ease of commute.

Working Environment: Goibibo is committed to environmental responsibility and sustainable practices. We strive to create a positive and inclusive workplace where every team member is valued and respected.

Equal Opportunity Statement: Goibibo is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, or any other protected status. All qualified applicants will receive consideration for employment without regard to these factors.

Deadline to Apply: June 23, 2024

Join Goibibo and be part of a dynamic team that is dedicated to providing exceptional customer service and transforming the online travel industry. Apply now!

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.