Call Center Manager

2 days ago

Hyderabad, India CARE Hospitals, Quality CARE India Limited Full time

Job Summary:

The Inbound Call Centre Head is responsible for overseeing the daily operations of the inbound call centre, ensuring a high level of customer satisfaction, operational efficiency, and achieving performance goals. The role requires strong leadership, operational management, and a deep understanding of call centre processes, including quality control, team management, and reporting.

Key Responsibilities:

  1. Leadership & Management:
  • Lead, motivate, and manage a team of customer service representatives to meet or exceed performance goals.
  • Ensure proper staffing levels and optimal resource allocation for smooth operations.
  • Conduct regular coaching, training, and performance reviews to improve team performance.
  • Develop and maintain a positive, high-performance work culture within the team.
  • Resolve complex or escalated customer issues, ensuring timely resolution.

Operational Excellence:

  • Oversee the daily operations of the inbound call centre, ensuring that all calls are handled efficiently and effectively.
  • Monitor key performance indicators (KPIs), such as average handling time, first call resolution, customer satisfaction scores, and service levels.
  • Develop and implement strategies for improving service levels and customer satisfaction.
  • Ensure that the team adheres to company policies, processes, and guidelines for customer service.

Quality Assurance & Reporting:

  • Establish and enforce call quality standards and regularly evaluate call recordings for compliance and quality.
  • Generate and analyze regular performance reports, providing insights on trends, bottlenecks, and areas for improvement.
  • Provide detailed reports to senior management on team performance, customer satisfaction, and operational challenges.

Customer Experience Management:

  • Develop strategies to enhance the customer experience by optimizing call centre processes and minimizing customer effort.
  • Monitor and analyze customer feedback to identify opportunities for service improvement.
  • Work closely with other departments to ensure customer issues are addressed effectively.

Budgeting & Cost Management:

  • Manage the operational budget for the inbound call centre, ensuring cost-effective operations while maintaining service quality.
  • Identify opportunities to reduce costs and improve efficiency without compromising service levels.

Technology & Process Improvement:

  • Collaborate with the IT department to ensure that the call centre uses the most effective technologies, including CRM systems and call management software.
  • Stay updated on industry trends and best practices in call centre management and customer service.
  • Lead initiatives for process improvements, automation, and innovation to enhance operational efficiency.

Compliance & Risk Management:

  • Ensure compliance with all regulatory requirements and company policies, including data protection, privacy, and security.
  • Manage and mitigate operational risks to the call centre's performance and reputation.

Required Skills and Qualifications:

  • Bachelor's degree in Business, Management, or a related field (or equivalent experience).
  • Minimum 5-7 years of experience in call centre operations, with at least 2-3 years in a leadership role.
  • Proven ability to manage and lead a large team in a fast-paced environment.
  • Strong understanding of call centre technologies, CRM systems, and performance management tools.
  • Exceptional leadership, coaching, and communication skills.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Strong problem-solving skills and the ability to handle escalated customer issues.
  • Ability to work under pressure while maintaining focus on customer satisfaction and operational efficiency.

Preferred Qualifications:

  • Experience in managing inbound call centre in healthcare Industry
  • Certification in call centre management or customer service excellence (e.g., Six Sigma, COPC).
  • Familiarity with workforce management systems and scheduling tools.

Working Conditions:

  • Full-time position
  • Ability to work in shifts, including evenings, weekends, or holidays as required.

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