call center head

2 weeks ago

Kottayam, India Oxygen Digital Shop Full time

We are seeking a skilled and experienced Call Center Head to manage and lead our call center operations. The ideal candidate will be responsible for ensuring efficient customer service, achieving performance targets, improving team productivity, and maintaining high customer satisfaction standards.

Key Responsibilities:

  • Oversee day-to-day call center operations and ensure targets (SLAs, KPIs) are consistently met.
  • Lead, train, and mentor the call center team, including supervisors, team leads, and agents.
  • Monitor and analyze performance metrics and prepare regular reports for management.
  • Implement strategies to improve customer service quality and resolve escalated complaints.
  • Develop and maintain SOPs, processes, and best practices to improve operational efficiency.
  • Manage CRM systems, telephony solutions, and call center technologies.
  • Plan budgets, schedules, and resource allocation in line with business needs.
  • Ensure compliance with company policies and industry regulations.
  • Collaborate effectively with Sales, IT, and Marketing teams to align strategies.

Minimum Qualifications:

  • Bachelor's Degree in any discipline.
  • Minimum 5 years of experience in call center or customer service management.
  • Strong leadership and communication skills.
  • Analytical mindset with ability to monitor and improve performance.
  • Proficient in call center software and CRM tools.
  • Customer-centric with excellent problem-solving capabilities.

Job Type: Full-time

Pay: From ₹35,000.00 per month

Work Location: In person

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