Head of Call Center

Found in: Appcast Linkedin IN C2 - 2 weeks ago


Jaipur, India Dream Jobs Global Full time

Role and Responsibilities

  • Manage the daily operations of the call center, ensuring quality and efficiency standards are met
  • Monitor and evaluate the performance of the tele callers and team leaders, providing feedback, coaching, and training as needed
  • Ensure compliance with company policies, procedures, and regulatory requirements
  • Handle escalated customer issues and complaints, resolving them in a timely and professional manner
  • Analyze call center metrics and reports, identifying areas of improvement and implementing action plans
  • Drive sales of Loan products (home, MSME, Gold) and insurance products (health/motor/life) through outbound tele sales campaigns, meeting and exceeding sales targets
  • Collaborate with other departments and stakeholders to ensure smooth and effective communication and coordination
  • Recruit train, and motivate new and existing staff, creating a positive and productive work environment
  • Open to work in either Jaipur or Mumbai, depending on availability and business needs


Preferred Candidate Profile

  • Proven experience as a Call Centre Head or a similar role in the telesales industry
  • Team handling experience is mandatory, with the ability to lead, motivate, and inspire a large and diverse team
  • Excellent communication, interpersonal, and customer service skills
  • Strong knowledge of insurance products (health/motor/life) and sales techniques
  • Proficient in MS Office, CRM software, and call center systems
  • Highly organized, analytical, and problem-solving skills
  • Ability to work under pressure and handle multiple tasks and deadlines
  • Bachelor's degree in business, marketing, or a related field


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