Call Center Manager - Lucknow

Visualizza: 106

Giorno di aggiornamento: 06-05-2024

Località: Lucknow Uttar Pradesh

Categoria: Consulenza / Servizio Clienti Produzione / Funzionamento

Industria: BPO Call Centre

Posizione: Operations Manager

Tipo di lavoro: Full Time, Permanent

Stipendio: ₹ 3,00,000 - 5,00,000 P.A.

Esperienza: 5 - 10 years

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Contenuto del lavoro

Roles and Responsibilities

To lead the Call center and it’s operations
Responsibilities include enhancement of service standards.
Handling the escalated customer complaints or queries.
Monitoring and auditing random calls to report discrepancies to improve quality and track operative performance.
Maintains and improves CDC operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement, and quality assurance programs.
Prepares CDC performance reports by collecting, analyzing, and summarizing data and trends, hence helping decision making
Maintains professional and technical knowledge by tracking emerging trends in CDC operations management.
Determines CDC’s operational strategies by conducting needs assessments and performance reviews eventually contributing information and analysis to organizational strategic plans.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Taking ownership in process enhancements; team-building projects (monthly / quarterly)
To build and lead an effective and cohesive team
To ensure the level of motivation is optimum for CDC staff by effective communication
Ensuring proper staffing with the least attrition.
Timely team productivity measurements & control & enhancements
Should be strong in MIS and lead the team in terms of MIS reports

Desired Candidate Profile

Strong in data analysis, data crunching, should highlight any deviation in the process in a timely manner.
Process-oriented, should review the outline process and amend as and when required.
Responsible for Call center executives KPI
Should create a positive and learning experience and have control over attrition on the CDC agents.

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