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Call Center Operations Manager

3 weeks ago

Aligarh, Uttar Pradesh, India beBeeLeadership Full time ₹ 13,59,000 - ₹ 16,95,800
Team Leadership Role

We are seeking a skilled and experienced Team Leader to oversee day-to-day call center operations, set clear team goals and deadlines, monitor team performance, motivate and lead team members, assign campaigns to agents, conduct hourly agent audits, provide feedback, generate reports, identify training needs, and support HR functions.

Responsibilities:

  1. Oversee call center operations, ensuring efficiency and productivity.
  2. Set achievable team goals and deadlines, promoting a culture of excellence.
  3. Monitor team performance, providing constructive feedback and coaching.
  4. Lead and motivate team members, fostering a positive and supportive work environment.
  5. Assign campaigns to agents, ensuring effective workload management.
  6. Conduct regular agent audits, identifying areas for improvement.
  7. Provide feedback and coaching to agents, helping them develop their skills.
  8. Generate reports on team performance, highlighting areas for improvement.
  9. Identify training needs, providing coaching and development opportunities.
  10. Support HR functions, including recruitment and talent management.
  11. Manage social media engagement for agents, promoting the company's online presence.
  12. Maintain discipline and security within the call center.
  13. Secure and manage call center inventory, ensuring efficient resource allocation.

Requirements:

  1. Proven experience as a Team Leader or Supervisor (1-2 years).
  2. Excellent communication and leadership skills.
  3. Strong organizational and time-management skills.
  4. Decision-making skills.
  5. Graduate degree in any stream or Management.
  6. Training in team leading is an advantage.