Call Center Head

11 hours ago

Hyderabad, Telangana, India Policybazaar Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Role & responsibilities

  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
  • Establish & Manage Relationships / Engagement with the Clients
  • Oversight of team organizes resources, sets goals, call out strategy from Executives and client
  • Managing day to day Sales targets (B2C Sales)
  • Responsible for following agreed governance model, escalation & communication plan
  • To ensure training of new staff on the corporate policy rules to be adhered to
  • To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
  • To monitor and document work schedule of staff and absences
  • Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
  • Ensure that all audit related issues are brought to a close
  • Identify and drive continuous improvements and initiatives in process Coach & mentor Team lead so that they are able to manage their teams better
  • Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
  • To ensure that all internal customer queries are followed up on a timely basis
  • Collaborate with internal teams.
  • To be the Key contact for all problems and queries with specific business assigned.

Preferred candidate profile

  1. Candidate must have experience into managing a telesales team of people alogn with multiple levels reporting to him.

  2. Candidate must have experience into managing a sales process (B2C)

  3. Must have strong hands on experience into managing a call center operations.

WHAT WE OFFER

Fix CTC + Per month incentives(no capping) + Gratuity + Medical insurance

Interested candidates can share thier updated resume

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