Opening for Voice Process

2 weeks ago

Hyderabad, India Cutefier limited Full time

**Responsibilities**:

- Manage the day-to-day operations of the call center to ensure a streamlined and efficient customer service experience.
- Develop and implement processes to improve customer satisfaction, reduce resolution time, and increase agent productivity.
- Monitor and coach team members to ensure they meet performance metrics, including call volume and resolution time.
- Provide training and support to call center agents to ensure they have the skills and knowledge needed to handle all customer inquiries.
- Maintain accurate records of call center activities, including call volume, customer complaints, and call resolution.
- Collaborate with other departments to identify and resolve customer issues and concerns.
- Stay up-to-date with industry trends and best practices to continuously improve the call center operations.

**Requirements**:

- Bachelor’s degree in Business Administration, Management, or a related field.
- 3+ years of experience in call center management, preferably in the computer and network security industry.
- Strong leadership and communication skills.
- Knowledge of call center metrics and performance evaluations.
- Ability to multitask and manage multiple projects simultaneously.
- Excellent problem-solving and analytical skills.
- Proficiency in Microsoft Office Suite.

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