Call Center Specialist

2 weeks ago

Mumbai, India Servify Full time

Position Summary :

The Incumbent will play a crucial role in supervising the effective operations of the contact centre to ensure smooth communication between the organisation and its clientele. Duties involve overseeing a team of contact center agents, refining operational procedures to boost customer satisfaction, analyzing performance metrics to pinpoint areas for enhancement, and devising strategies to optimize productivity and efficacy. Furthermore, the incumbent will collaborates with multidisciplinary teams to handle customer inquiries, promptly resolve issues, and maintain service quality benchmarks. Moreover, he/she plays a key role in strategic planning, budget oversight, and the implementation of technological solutions to streamline operations and foster continuous improvement. This position necessitates robust leadership abilities, exceptional communication skills, and a profound grasp of contact center dynamics and customer service principles.


Key Responsibilities :

  • Management: Supervising and leading a team of contact center agents and backend staff to ensure they deliver high-quality service and meet performance targets.
  • Optimisation: Identifying opportunities to streamline processes, improve efficiency, and enhance customer satisfaction within the contact center.
  • Analysis: Analyzing performance metrics and data to identify trends, areas for improvement, and opportunities to optimize resource allocation.
  • Development: Contributing to the development and implementation of strategic initiatives to achieve organisational goals and objectives related to contact center operations.
  • Service Excellence: Ensuring that customer inquiries and issues are addressed promptly, accurately, and professionally to maintain high levels of customer satisfaction.
  • Collaboration: Collaborating with other departments and teams to address customer needs, resolve issues, and improve overall service delivery.
  • Integration: Overseeing the implementation and integration of contact center technologies and tools to enhance operational efficiency and effectiveness.
  • Management: Managing the contact center budget, including forecasting, tracking expenses, and optimising resource allocation to meet financial objectives.
  • Assurance: Establishing and maintaining quality assurance standards and processes to ensure consistent service delivery and adherence to company policies and procedures.
  • Improvement: Driving a culture of continuous improvement within the contact center, fostering innovation, and implementing best practices to enhance overall performance and customer satisfaction.


Requirement :

  • Leadership: Ability to lead and inspire a team of contact center agents to achieve organisational goals and deliver exceptional customer service.
  • Communication: Excellent verbal and written communication skills to effectively interact with team members, stakeholders, and customers.
  • Operational Optimisation: Proficiency in optimizing operational processes to enhance efficiency, productivity, and customer satisfaction within the contact center.
  • Analytical Skills: Strong analytical abilities to analyze performance metrics, identify trends, and make data-driven decisions to improve contact center operations.
  • Strategic Planning: Capability to contribute to strategic planning initiatives, including setting goals, developing action plans, and implementing strategies to achieve desired outcomes.
  • Problem-Solving: Aptitude for identifying issues, troubleshooting problems, and implementing solutions promptly to ensure smooth operations and customer satisfaction.
  • Collaboration: Ability to collaborate effectively with cross-functional teams to address customer inquiries, resolve issues, and uphold service quality standards.
  • Budget Management: Experience in budget management, including forecasting, tracking expenses, and optimizing resource allocation within the contact center.
  • Technological Proficiency: Familiarity with contact center technology and tools, including customer relationship management (CRM) systems, telephony software, and workforce management solutions.
  • Customer Service Principles: Deep understanding of customer service principles and best practices to deliver excellent customer experiences and uphold service quality standards.

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