Head - Call Center Operations - Automobile Sector

1 day ago

Noida, Uttar Pradesh, India Innova AM Tech Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Role :

  • We are seeking a dynamic and results-oriented Head of Call Center to lead and manage our customer service team in the exciting and challenging automobile sector.

  • The ideal candidate will be a passionate customer advocate with a proven track record of success in managing high-performing call center teams.

  • This is a hands-on role that requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices within the automotive industry.

Key Responsibilities:

Team Leadership & Management:

  • Lead, manage, and motivate a high-performing team of call center agents.

  • Foster a positive and engaging team environment that promotes employee growth and development.

  • Conduct regular team meetings, provide feedback, and address employee concerns.

Operational Excellence:

  • Oversee all aspects of call center operations, ensuring smooth and efficient daily operations.

  • Develop and implement strategies to improve call center performance, including call handling times, first call resolution rates, and customer satisfaction scores.

  • Monitor key performance indicators (KPIs) and identify areas for improvement.

  • Ensure compliance with all relevant industry regulations and company policies.

Customer Service:

  • Handle escalated customer issues and complaints professionally and effectively.

  • Develop and implement strategies to enhance customer satisfaction and loyalty.

  • Proactively identify and address customer concerns and trends.

Quality Assurance:

  • Conduct regular quality assurance audits to ensure adherence to service standards and best practices.

  • Analyze customer feedback and identify areas for improvement in service delivery.

Team Development:

  • Conduct regular training sessions to enhance the skills and knowledge of call center agents.

  • Identify and develop high-potential team members for future leadership roles.

Collaboration & Communication:

  • Collaborate effectively with other departments, such as sales, marketing, and technical support, to ensure seamless customer service delivery.

  • Maintain open and effective communication with all stakeholders.

Required Skills & Qualifications:

  • Experience3-5 years of proven experience in call center management within the automobile industry.

Technical Expertise:

  • Strong understanding of call center technologies, including CRM systems, telephony systems, and other relevant software.

  • Proficiency in using data analysis tools to track key performance indicators and identify trends.

Leadership & Management:

  • Proven leadership skills with the ability to motivate, inspire, and develop a high-performing team.

  • Excellent communication and interpersonal skills, both written and verbal.

  • Strong problem-solving and decision-making abilities.

Customer Focus:

  • Passionate about providing exceptional customer service.

  • Strong customer empathy and the ability to build strong customer relationships.

Performance Management:

  • Ability to set clear goals, track performance, and provide constructive feedback to team members.

  • Experience with performance management processes and tools.

LocationKanpur, India (Office-based role)

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