Senior CATI Operations Executive

5 days ago


Greater Noida, Uttar Pradesh, India Dhruv Research Full time
About the Role

We are seeking an experienced Call Centre Operations Manager to join our team at Dhruv Research. This role involves overseeing the entire floor operations of CATI (Computer Assisted Telephonic Interviewing) processes, including managing daily tasks, logins, attendance, and leave schedules.

Key Responsibilities
  • Manage the entire floor operations of CATI processes, including allocating daily tasks, managing logins, attendance, and leave schedules.
  • Conduct daily briefings and oversee dialer operations to ensure smooth workflow.
  • Perform regular audits based on predefined quality parameters and monitor random calls to identify areas of improvement and implement corrective actions.
  • Prepare comprehensive MIS reports covering all operational and quality verticals, generate and analyze daily reports on agent performance, efficiency, and compliance metrics.
  • Handle escalations and resolve issues by coordinating with managers, agents, and external parties.
Requirements
  • A minimum of 4 years of work experience in handling entire call centre operations (inbound and outbound).
  • Preference will be given to candidates with experiences in target-based processes.
  • Prior experience in handling CRM, report generation, and preparation is desirable.
  • Proficiency in Excel is a must.
  • Experience in CATI/telephonic market surveys will be preferred.
  • The candidate should be willing to travel across different geographies.
Estimated Salary: ₹8,00,000 - ₹12,00,000 per annum

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