Call Center Manager

2 days ago

Mumbai, Maharashtra, India Cloud Counselage Full time ₹ 12,00,000 - ₹ 36,00,000 per year


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Job Overview:

Looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

They should have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. 

Job Responsibilities:

  • Develop objectives for the call center's day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Assume responsibility of budgeting and tracking expenses
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
  • Team Management

Mandatory Requirement:

  • Proven experience as a call center manager or similar position
  • Proficient in MS Office and call center equipment/software programs
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Qualities:

  • Excellent organizational skills
  • Leadership skills with a problem-solving ability
  • Outstanding communication
  • Interpersonal skills
  • Positive and patience

Eligibility Criteria:

  • 3-4 years of relevant experience
  • Experience in customer service

Job location: Mumbai

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