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Head Call Centre

3 months ago

Chandigarh, Chandigarh, India Raffles Educity Full time

Function/Department : Customer Service

Division : Corporate Office

Job Purpose:

The position is responsible for handling Call centre operations, drive revenue, motivate & inspire team, setting up, streamlining and building robust Call centre processes and systems.

The position is also responsible to develop & define targets and goals to ensure Organization meets customer and business needs.

Key Accountabilities :

The position is responsible for:

To increase and achieve the target number of walk-ins per month To drive training of BDE / Tele-callers and achieve the target training man-days of call centre agents Work closely with marketing to drive various marketing initiatives, offer and campaigns to create demand or generate leads through missed call mechanism. Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements. Conduct resource planning, recruit agents, coach and provide timely performance feedback. Participate in business meetings, submit reports/MIS to management and suggest new ideas and strategies. Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team. Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Branch Operations team, Training & Quality, and various customer-facing teams. Participate in the hiring and onboarding process of BDE / Tele-Callers Plan and get the required automation done to improve the overall efficiency of Call centre.

Other Tasks & Activities:

The Tasks & Activities performed by the position holder to achieve assigned accountabilities are as follows:

Login in to the source and download the numbers to be called on Knowalarty website Dialer (IVR / Cue Calls)Samsung Helpline Allocate the calling numbers to the team To receive the data on walk ins and visit of students of previous day and identify call centre agent To collate the data on calls received and reporting the same to Branch and Operations Head (3 times a day) Supervising the team of tele-callers to monitor the daily work progress Analysis of the daily calling data and information received Training of newly joined call centre agents Daily Reporting of calling data for Organization Weekly, Monthly Reporting of calling data of all BDE / Tele-callers Managing all escalations from the call centre agents and resolving queries Co-ordinating with the counsellors for data required, and resolving queries