Call Center Operations Manager

7 days ago

Gurgaon, Haryana, India Frankfinn Aviation Services Pvt. Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Company Description

Incorporated in 1993, Frankfinn Aviation Services Pvt. Limited has pioneered Soft Skills training in India across industries such as Aviation, Hospitality, Travel, and Customer Service, transforming countless careers. Frankfinn is an approved training partner of NSDC & THSC, and has a unique tie-up with Air India for its 'In-Flight Familiarisation program'. The company has achieved recognition in 'The Limca Book of Records' for the highest placement track records, and has received numerous prestigious awards including the 'Best Institute in Placement' at ASSOCHAM Education Excellence Summit cum Awards 2022. Frankfinn is based in Gurugram and continues to be a leader in skill development and vocational training.

Role Description

This is a full-time on-site role located in Gurugram for a Call Center Operations Manager. The Call Center Operations Manager will be responsible for managing daily operations of the call center, ensuring customer satisfaction, overseeing workforce management, and implementing operational strategies. Key tasks include monitoring performance metrics, conducting regular training sessions, resolving customer issues, and maintaining quality standards. The role requires strong analytical skills to identify trends and improve processes.

Qualifications

  • Proven experience in Contact Center Management and Customer Satisfaction
  • Strong skills in Operations Management and Workforce Management
  • Excellent Analytical Skills for performance monitoring and process improvement
  • Effective leadership and team management abilities
  • Good communication and interpersonal skills
  • Bachelor's degree in Business Administration, Management, or related field
  • Experience in the aviation or service industry is a plus

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