Manager Bpo
4 weeks ago
JOB PURPOSE:-
We are looking for an experienced Call Center Manager to oversee and manage small call centers located at various Skill Development Centers across four states namely Bihar, Uttar Pradesh, Jharkhand & West Bengal. The ideal candidate will possess strong coordination and Management Information System (MIS) skills to ensure the effective operation of these call centers. The Call Center Manager will be responsible for the overall performance, quality, and efficiency of the call centers, with a focus on delivering exceptional service to our stakeholders in Rural BPO business.
KEY RESPONSIBILITIES:-
1. Call Center Performance:
Ensure the efficient and effective operation of small call centers at various Skill Development Centers. Monitor and improve call center metrics, including call volume, response time, and customer satisfaction, to meet performance targets.2. Team Leadership and Development:
Recruit, train, and develop a high-performing call center team. Motivate and lead the team to achieve individual and collective performance goals.3. MIS and Data Analysis:
Develop and maintain Management Information Systems (MIS) to track and report on call center performance. Analyze MIS data to make informed decisions and continuously improve call center operations .4. Coordination and Communication:
Ensure effective coordination between various Skill Development Centers and stakeholders. Establish clear communication channels to facilitate the flow of information within the organization.KEY PERFORMANCE INDICATORS:-
1. Call Center Performance:
Average Response Time Call Abandonment Rate First Call Resolution Rate Customer Satisfaction Score (CSAT)2. Team Leadership and Development:
Employee Satisfaction Training Effectiveness Team Performance Metrics3. MIS and Data Analysis:
Accuracy of MIS Reports Data Utilization Improvement in KPIs4. Coordination and Communication:
Interdepartmental Communication Stakeholder Satisfaction Issue Resolution TimeEXPERIENCE:-
Excellent leadership, communication, and team-building skills. Proficiency in using call center software and MIS tools. Strong analytical and problem-solving abilities. Ability to work independently and make decisions. Knowledge of industry best practices in call center management.-
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