Call Center Manager

Found in: Whatjobs IN C2 - 2 weeks ago

gurugram, India Trak N Tell Full time


Responsibilities:


  • Develop objectives for the call centers day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, conversion rate, productivity by agent etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (connectivity, conversion etc.)
  • Prepare reports for different departments or upper management


Requirements and Skills:


  • Proven experience as call center manager or similar position
  • Experience in D2C Tele-Sales is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus


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