Call Center Manager

1 week ago

delhi, India I-PAC (Indian Political Action Committee) Full time
About I-PAC:
Indian Political Action Committee (I-PAC) is India’s first & largest cross-party political advocacy group, widely credited to have revolutionized election campaigning in India.
I-PAC is the platform of choice for students and young professionals to participate in and make a meaningful contribution to political affairs, grassroots development, and governance of the country without necessarily being part of a political party. Starting as Citizens for Accountable Governance (CAG) in 2013, I-PAC has brought together some of the best minds from diverse academic and professional backgrounds and has provided them with a unique opportunity to engage closely in the election process and influence policymaking in India.
For more information on I-PAC, please visit – Title: Call Centre Lead
Location: Hyderabad
Job Description:
I-PAC is seeking an experienced and highly skilled Call Centre Lead to join our team in Hyderabad. The ideal candidate will have around 10 years of work experience in the call centre domain, with a proven track record of working with both international and domestic clients. At I-PAC, the Call Centre Lead will focus on catering to domestic clients, overseeing call centres across multiple states, and setting up new call centres in new geographical locations.
Key Responsibilities:
1. Leadership and Management: Lead and manage call centre operations across multiple states, ensuring high performance and efficient workflow.
2. Client Interaction: Focus on serving domestic clients, ensuring high levels of customer satisfaction and service quality.
3. Setup and Expansion: Plan and execute the establishment of new call centres in different geographical locations, including site selection, setup, and operational launch.
4. Performance Monitoring: Monitor and analyze call centre performance metrics, identifying areas for improvement and implementing effective strategies to enhance productivity and customer experience.
5. Team Development: Recruit, train, and mentor call centre staff, fostering a positive and productive work environment.
6. Quality Assurance: Ensure adherence to company policies and standards, maintaining high levels of service quality and compliance.
7. Problem Solving: Address and resolve escalated customer issues, implementing solutions to prevent recurrence.
8. High-Volume Experience: Leverage extensive experience in handling high-volume international call centres to enhance operational efficiency and customer satisfaction.
9. Root Cause Analysis: Conduct root cause analysis at the project level to identify underlying issues and implement effective solutions.
Qualifications:
1 . Approximately 10 years of managerial experience in the call centre domain.
2. Proven experience working with both international and domestic clients.
3. Strong leadership and team management skills.
4. Demonstrated ability to set up and manage call centres in different geographical locations.
5. Excellent communication and interpersonal skills.
6. Strong analytical and problem-solving abilities, including root cause analysis at the project level.
7. Ability to work in a fast-paced and dynamic environment.
If you are a seasoned call centre professional with a proven track record of managing and expanding call centre operations, we invite you to apply for this exciting opportunity at I-PAC. Join us and contribute to our mission of delivering exceptional customer service and operational excellence.

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