Call Centre Operations Manager

3 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title: Call Centre Operations Manager

About the Role:

This is an exciting opportunity to lead and manage call centre operations, driving efficiency and effectiveness. As a Call Centre Operations Manager, you will oversee the daily activities of the team, ensuring that service levels are met and customer satisfaction is delivered.

The ideal candidate will have strong leadership and management skills, with experience in call centre management. They will be able to work in a fast-paced environment, think critically and make sound decisions quickly.

  • Supervise and lead call centre operations to ensure efficiency and effectiveness.

  • Set and achieve performance targets, such as call response times, service levels, and customer satisfaction.

  • Manage call centre staff, including call centre agents and team leaders.

  • Provide guidance, training, and performance evaluations to ensure staff success.

  • Maintain a strong focus on delivering excellent customer service and resolving customer inquiries or issues.

  • Monitor calls and provide assistance to agents when necessary.

  • Implement and maintain quality control measures to ensure service quality and adherence to call centre procedures.

  • Conduct call monitoring and evaluation of customer interactions.

  • Plan and schedule staffing to meet call volume and service level requirements.

  • Manage staff schedules, breaks, and shift rotations to optimize efficiency.

  • Generate and analyze call centre performance reports and key performance indicators (KPIs).

  • Identify areas for improvement and implement corrective measures.

  • Provide ongoing training and development opportunities to call centre staff.

  • Ensure that call centre technology, including call routing, CRM systems, and telephony tools, is utilized effectively.

  • Handle escalated customer complaints and provide resolutions, ensuring customer satisfaction.

Requirements:

  • Strong leadership and management skills.

  • Excellent communication and interpersonal skills.

  • Ability to work in a fast-paced environment.

  • Experience in call centre management.

  • Knowledge of call centre technology and tools.

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