Head of Call Center
Found in: Talent IN 2A C2 - 2 weeks ago
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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