Lead Customer Service Manager

2 days ago


Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time

Job Overview

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We are seeking a skilled Call Center Manager to oversee daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. The ideal candidate should have a practical mind to solve problems on the spot, partnered with an ability to see the big picture and make improvements.

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Key Responsibilities

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  • Develop Objectives">

The successful candidate will develop objectives for the call center's day-to-day activities, ensuring alignment with business goals. They will also conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).

">Collect and Analyze Statistics">

They will collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.) to identify areas for improvement. This includes evaluating performance with key metrics (accuracy, call-waiting time, etc.) and preparing reports for different departments or upper management.

">Hire, Coach, and Train Personnel">

The successful candidate will hire, coach, and provide training to personnel to maintain high customer service standards. They will assume responsibility for budgeting and tracking expenses, as well as monitoring and improving ordering, telephone handling, and other procedures.

">Team Management">

They will lead and manage a team of customer service representatives, providing guidance and support to ensure exceptional customer experiences. This includes developing and implementing policies and procedures to improve customer satisfaction and loyalty.

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Mandatory Requirements

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  • Proven Experience">

The successful candidate must have proven experience as a call center manager or similar position. They should be proficient in MS Office and call center equipment/software programs.

">Customer Service Experience">

Experience in customer service is required, along with knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures is also necessary.

">Leadership Skills">

The successful candidate should possess excellent leadership skills, with a problem-solving ability and outstanding communication and interpersonal skills.

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Estimated Salary Range: ₹2,500,000 - ₹4,000,000 per annum, depending on experience.

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Location: Mumbai, India

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About Us: Cloud Counselage Pvt Ltd is a leading provider of cloud-based solutions, dedicated to delivering exceptional customer experiences. We offer a dynamic work environment, opportunities for growth and development, and a competitive salary package.

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Eligibility Criteria: 3-4 years of relevant experience in customer service, with a strong background in call center management and leadership.

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How to Apply: To apply for this exciting opportunity, please submit your resume and a cover letter outlining your qualifications and experience.

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Contact Information: Do not contact us through social media or email. We do not respond to unsolicited applications.



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