Call Center Head

3 weeks ago

Delhi, India Alankit Full time

Key Responsibilities of an International Call Centre Head

  • Leadership & Management: Recruit, train, coach, and motivate a large team of call center representatives.
  • Operations Oversight: Monitor daily call center statistics, such as call waiting times and call duration, to identify areas for improvement and ensure efficiency.
  • Performance Management: Set clear objectives, define Key Performance Indicators (KPIs), and establish goals to measure team and individual performance.
  • Customer Service Excellence: Ensure high standards of customer satisfaction, service levels, and foster customer loyalty through effective processes and support.
  • Training & Development: Oversee training programs to develop staff understanding of business processes, product knowledge, and the company's platform.
  • Process Improvement: Implement effective grievance redressal and dispute resolution processes, and provide insights for improving customer care strategies.
  • Reporting & Analysis: Analyze call center data to identify trends, improve processes, and ensure proper resource allocation.

Key Qualifications & Skills

  • Experience: Significant experience in call center operations, often including prior managerial experience.
  • Leadership: Strong leadership and coaching skills to motivate and develop staff.
  • Communication: Excellent verbal and written communication skills, especially in English for international operations.
  • Problem-Solving: Ability to handle difficult customer issues, diffuse angry customers, and resolve complex problems.
  • Technical Proficiency: Familiarity with call center technology, software applications, and phone systems.
  • Analytical Skills: Ability to interpret call center data and metrics to drive improvements.
  • Interpersonal Skills: Strong interpersonal skills to manage staff and interact effectively with customers and other departments.

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