Call Centre Operation

2 days ago

Delhi NCR, India JIL Information Technology Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking an experienced professional to lead our admissions call centre operations, providing strategic direction and oversight to ensure exceptional customer service, efficient operations, and effective recruitment processes. The successful candidate will have a strong educational background, technical expertise, and experience in call centre management.

Educational Profile:

  • Bachelor's degree in Business Administration and/or Communications.
  • Master's degree or higher preferred.

Technical Expertise:

  • Minimum 5-7 hands on experience in Call Centre set up and management for an Educational Institution.
  • Proven experience in Call Centre set up and management.

  • Strong knowledge of call centre technology, including:

  • Automatic Call Distributor (ACD) systems

  • Interactive Voice Response (IVR) systems
  • Customer Relationship Management (CRM) software

  • Workforce Management (WFM) software

  • Familiarity with cloud-based call centre solutions and omnichannel engagement platforms.

  • Experience with data analysis and reporting tools, such as Tableau, Power BI, or Excel.
  • Sound understanding of opening and closing sales calls and follow up
  • Ability to recruit, train and lead team of Consultants/Tele Callers

Key Responsibilities:

a)Strategic Leadership and Management of Call Centre Operations:

  • Develop and implement strategic plans to set up effective and efficient Call Centre operations, customer service, and recruitment processes.
  • Lead and manage a team of call centre agents, providing coaching, training, and development opportunities.
  • Ability to work in a fast-paced environment, prioritizing multiple tasks and meeting deadlines.
  • Oversee call centre operations, including staffing, calls scheduling, and performance management in terms of number of calls made by each team member and their efficiency.
  • Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues.
  • Ensure compliance with institutional policies, procedures, and regulatory requirements.
  • Strong technical skills, with the ability to learn and adapt to new systems and technologies.

b) Customer Service:

  • Ensure exceptional customer service, responding to inquiries, concerns, and issues in a timely and professional manner.
  • Develop and implement processes to measure and improve customer satisfaction.

c) Data Analysis and Reporting:

  • Analyze call centre data to identify trends, opportunities for improvement, and areas for growth.
  • Provide regular reports to senior management on call centre performance, customer satisfaction, and key metrics.

d) Collaboration and Communication:

  • Collaborate with admissions, marketing, and other departments to ensure seamless communication and issue resolution.
  • Excellent communication and interpersonal skills, with the ability to interact with diverse stakeholders.
  • Develop and maintain effective relationships with stakeholders, including prospective students, parents, and staff.

Selected candidates will have a natural proficiency in MS Office Suite with Hands on experience in MS Excel and Power Point. Smart candidates with Excellent Communication and Presentation skills with maturity to handle various constituents of the eco-system, shall be a prerequisite.

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