Call Center Manager
Call Center Manager
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Job Description
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Job Overview:
Looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and costeffectiveness.
They should have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements.
Job Responsibilities:
- Develop objectives for the call centers daytoday activities
- Conduct effective resource planning to maximize the productivity of resources (people technology etc.)
- Collect and analyze callcenter statistics (sales rates costs customer service metrics etc.)
- Hire coach and provide training to personnel to maintain high customer service standards
- Assume responsibility of budgeting and tracking expenses
- Monitor and improve ordering telephone handling and other procedures
- Evaluate performance with key metrics (accuracy callwaiting time etc.)
- Prepare reports for different departments or upper management
- Team Management
Mandatory Requirement:
- Proven experience as a call center manager or similar position
- Proficient in MS Office and call center equipment/software programs
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (costeffectiveness costbenefit etc.)
Qualities:
- Excellent organizational skills
- Leadership skills with a problemsolving ability
- Outstanding communication
- Interpersonal skills
- Positive and patience
Eligibility Criteria:
- 34 years of relevant experience
- Experience in customer service
Job location: Mumbai
Note: To accomplish our vision our Flagship Event IAC VISION 2030 would provide employment and career opportunities for millions of jobready interns freshers and professionals in our Industry Academia Community (IAC).
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Employment Type
Full Time
