Call Centre Head

1 week ago

Thrissur, India RigStreet Technologies Full time

Job Summary:
We are seeking an experienced and strategic Call Centre Head to lead and manage our call centre operations. The ideal candidate will be responsible for ensuring smooth day-to-day functioning, driving customer satisfaction, meeting performance metrics, and leading a team of call centre executives and supervisors. This role demands strong leadership, people management skills, and a proven record of scaling call centre operations.

Key Responsibilities:

  • Lead, manage, and oversee the overall operations of the call centre.
  • Develop and implement strategies to improve service quality, customer satisfaction, and operational efficiency.
  • Monitor key performance indicators (KPIs) such as call handling time, customer satisfaction scores, first call resolution, and response times.
  • Recruit, train, and mentor call centre staff, ensuring high levels of motivation and performance.
  • Coordinate with cross-functional teams (sales, marketing, logistics, customer service) to ensure smooth service delivery.
  • Implement call centre technologies, CRM systems, and reporting tools for improved efficiency.
  • Prepare and present periodic reports on performance, challenges, and improvement plans to senior management.
  • Ensure compliance with company policies, industry standards, and data security norms.
  • Manage escalations effectively and implement root cause solutions to prevent recurrence.

Requirements:

  • 8-10 years of experience in call centre / BPO operations, with at least 3-5 years in a leadership role.
  • Strong understanding of call centre metrics, workforce management, and process optimization.
  • Excellent leadership, team management, and interpersonal skills.
  • Proficiency in CRM systems, call centre software, and MS Office tools.
  • Strong analytical and problem-solving skills.
  • Ability to thrive in a fast-paced, target-driven environment.

Job Types: Full-time, Permanent

Pay: ₹25, ₹35,000.00 per month

Benefits:

  • Food provided
  • Provident Fund

Work Location: In person

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