Call Center Operations Manager

1 week ago

Panipat Yamunanagar Faridabad, India beBeeCustomerSupport Full time US$ 60,000 - US$ 1,20,000
Job Summary

The Call Center Supervisor I oversees one or more teams of customer service representatives, ensuring professional and courteous support services are delivered to customers.

Key Responsibilities Include:

  • Monitors operations to ensure adherence to service level standards and company policies.
  • Ensures adequate phone coverage and makes decisions regarding scheduling changes.
  • Acts as an escalation point for resolving difficult customer issues.
  • Evaluates the quality of customer service representative calls and provides feedback on strengths and areas for improvement.
  • Communicates with clients and other departments to ensure quality service delivery and customer satisfaction.
  • Serves as a backup to more senior customer service management in their absence.

Requirements:

  • Considerable knowledge of company products and business operations.
  • Excellent customer service skills that build high levels of customer satisfaction.
  • Excellent verbal and written communication skills.
  • Must be detail-oriented and customer-driven.
  • Ability to lead and manage large teams effectively.
  • Demonstrated problem-solving and decision-making skills.

Preferred Qualifications:

  • Bachelor's degree or equivalent combination of education, training, or work experience.

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