Agm - Call Center

4 days ago

Kolkata, India Pinnacle Employment Full time

To look after entire 300 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Minimum Education

BA / B Com / B Sc/MBA

Work Experience

12 years - 20 Years

Age Range

35 years - 48 Years

Gender

Male / Female

Industry Exposure Required

Hands on expr in domestic out-bound sales process

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Experience in Outbound call centre sales process - 6 - 8 yrs.

Min number of agents handled : 600+

Functional Reporting

VP Customer service/call centre and quality assistance

Administrative Reporting

VP Customer service/call centre and quality assistance

IT Knowledge/ Other Competencies

MS Office, Fidelio/ Opera

Should be able to handle the team of 200 to 300.

**Salary**: ₹1,800,000.00 - ₹2,000,000.00 per year

Schedule:

- Rotational shift

**Experience**:

- Call center: 10 years (required)

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