Call Center Head

3 weeks ago


Kottayam, Kerala, 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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