Head Call Centre
3 weeks ago
Function/Department : Customer Service
Division : Corporate Office
Job Purpose:
The position is responsible for handling Call centre operations, drive revenue, motivate & inspire team, setting up, streamlining and building robust Call centre processes and systems.
The position is also responsible to develop & define targets and goals to ensure Organization meets customer and business needs.
Key Accountabilities :
The position is responsible for:
To increase and achieve the target number of walk-ins per month To drive training of BDE / Tele-callers and achieve the target training man-days of call centre agentsWork closely with marketing to drive various marketing initiatives, offer and campaigns to create demand or generate leads through missed call mechanism.Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements.Conduct resource planning, recruit agents, coach and provide timely performance feedback.Participate in business meetings, submit reports/MIS to management and suggest new ideas and strategies.Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team.Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Branch Operations team, Training & Quality, and various customer-facing teams.Participate in the hiring and onboarding process of BDE / Tele-CallersPlan and get the required automation done to improve the overall efficiency of Call centre.Other Tasks & Activities:
The Tasks & Activities performed by the position holder to achieve assigned accountabilities are as follows:
Login in to the source and download the numbers to be called on Knowalarty website Dialer (IVR / Cue Calls)Samsung HelplineAllocate the calling numbers to the teamTo receive the data on walk ins and visit of students of previous day and identify call centre agent To collate the data on calls received and reporting the same to Branch and Operations Head (3 times a day)Supervising the team of tele-callers to monitor the daily work progress Analysis of the daily calling data and information receivedTraining of newly joined call centre agentsDaily Reporting of calling data for OrganizationWeekly, Monthly Reporting of calling data of all BDE / Tele-callersManaging all escalations from the call centre agents and resolving queriesCo-ordinating with the counsellors for data required, and resolving queries-
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