Inteliqo Technologies

Senior Manager Operations - BPO

About Inteliqo:

In today's fast-paced and ever-evolving business landscape, organizations are constantly challenged to enhance their operational efficiency and improve customer satisfaction. Inteliqo Technologies, a pioneering startup in customer experience management and business transformation, is stepping up to meet these demands by providing tailored solutions that address the unique needs of businesses across various sectors.

By leveraging advanced technology, AI and data analytics, Inteliqo crafts bespoke solutions that enhance customer engagement, streamline processes and ultimately drive growth. Their offerings range from implementing cutting-edge customer relationship management (CRM) systems to designing comprehensive customer journey maps that ensure a seamless experience across touchpoints.

As customer expectations evolve, so too must the strategies businesses employ to meet them. Inteliqo Technologies stands at the forefront of this transformation, providing customized solutions that enhance service quality, adaptability, and process standardization.

Position Overview:

We are seeking a driven and experienced Sr. Manager - Call Centre to lead our dynamic team. This role is crucial for overseeing the daily operations of our call center, ensuring team performance meets client targets, and reinforcing our brand's commitment to quality and customer satisfaction. The ideal candidate will have a strong background in inbound, email and chat based customer service (domestic with flavour of international customer service) within a call center environment and a passion for driving team success.

Key Responsibilities:

Leadership & Team Management:

- Lead, mentor, and inspire a team, setting clear performance expectations and development goals.

- Conduct regular performance evaluations, provide constructive feedback, and implement growth plans for team members.

- Foster a positive and high-performing work environment that values teamwork and individual development.

Strategy & Execution:

- Develop and execute strategies to boost revenue and optimize call center efficiency.

- Monitor data and analyze performance metrics to identify trends, opportunities, and areas for improvement.

- Collaborate with the sales and marketing to close new businesses

Operational Management:

- Oversee day-to-day call center operations, ensuring optimal staffing and effective call handling to meet demand.

- Implement and maintain standard operating procedures for consistent, high-quality customer service.

- Resolve customer issues and complaints, ensuring timely and satisfactory solutions.

Training & Development:

- Design and deliver training programs to enhance team members' sales skills

- Keep the team informed on industry trends, product updates, and best practices for effective customer interactions

Reporting & Analysis:

- Prepare and present regular performance reports on call center metrics, achievements, and KPIs to senior management.

- Use data-driven insights to recommend and implement improvements

- Interact with clients, present business reviews, etc.

Education, Exp. & Compensation:

- Graduate in any stream

- MBA will be preferred

- Min. 10 years of experience in reputed BPO at similar profile or leadership position

- Industry competitive salary package (up to 47 LPA + variable), employee benefits, perks