Senior Manager- Telesales
13 hours ago
The
Call Centre Manager
is responsible for leading and managing large-scale telesales and customer support operations, ensuring achievement of business targets, operational excellence, and employee engagement. The role requires strong leadership, people management, and strategic planning skills to oversee a team of 200+ professionals across multiple levels of hierarchy.
Responsible for Overall planning, developing , managing , measuring & Tracking the call-centre performance. In addition, responsible for resource planning such as Manpower of the call-centre.
Manage the call centre and handle all discipline related parts like shift timings, shrinkage, team training,Quality and achieve quantitative and qualitative objectives
Attrition control as per industry standards and Manpower planning
Create motivating environment for employees and should be approachable by anyone in team.
Be part of Strategic planning and implement the same .
Prepare monthly/Weekly targets and incentive structure taking in account of the KPIs and overall organization goals
Track & measure productivity and achieve the targets
Get insights from floor to identify issues and offer solutions for improvement
Doing regular team reviews , feedback sharing with teams for better system output.
Ensure all relevant communications are given to team on time and all data are updated and recorded
Call Center Manager requirements
- Minimum of 8 years of related experience
- Should have handled a team size of 200+
- Minimum Graduation in any field
- Experience in shared and dedicated environment
- Proficient in MS Office , Google sheets etc
- Customer centric and goal oriented behaviour
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