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Call Center Head

2 weeks ago

Thiruvananthapuram, Kerala, India LILO Full time ₹ 40,000 - ₹ 75,000 per year

Job Title: Call Center Head

Location:Trivandrum

Job Summary:

We are looking for a dynamic and experienced Call Center Head to manage and oversee our customer support operations. The ideal candidate should have a strong background in international call center processes, specifically US or UK campaigns. Candidates with RSA (Remote Support Agent) or RAC (Remote Access Controller) experience will also be considered.

Key Responsibilities:

  • Lead, mentor, and supervise a team of call center agents.
  • Monitor team performance and provide actionable feedback.
  • Ensure high-quality service delivery and customer satisfaction.
  • Handle escalations and support agents in complex queries.
  • Work closely with the operations team to meet KPIs and SLAs.
  • Generate regular performance and quality reports.

Required Skills & Qualifications:

  • Minimum 5 years of experience in a call center environment.
  • At least 1 year of experience in a leadership or supervisory role (mandatory).
  • Prior experience in US or UK processes is highly preferred.
  • RSA or RAC experience is an added advantage.
  • Excellent communication, interpersonal, and leadership skills.
  • Strong problem-solving abilities and decision-making skills.

Preferred Qualifications:

  • Bachelor's degree in any discipline.
  • Exposure to CRM tools and workforce management systems.

What We Offer:

  • Competitive salary and performance-based incentives.
  • Opportunity to work with a dynamic and growing team.
  • Supportive work environment focused on professional development.
  • Exposure to international call center operations.
  • Career advancement opportunities based on performance.
  • Comprehensive training and mentoring.

Job Types: Full-time, Permanent

Pay: ₹40, ₹75,000.00 per month

Benefits:

  • Flexible schedule
  • Provident Fund

Schedule:

  • Rotational shift

Education:

  • Bachelor's (Preferred)

Work Location: In person