Job Description

A Call Center Manager oversees daily operations, leading a team of agents to meet customer service goals through hiring, training, performance monitoring (KPIs like AHT, CSAT), workflow optimization, and handling escalated issues, focusing on efficiency, quality, and boosting agent performance and satisfaction. Key duties include setting targets, analyzing data, managing budgets, ensuring technology use, and developing strategies for continuous improvement in a customer-focused environment. Key Responsibilities:

Team Leadership & Development:

Recruit, hire, train, motivate, and coach call center staff, providing guidance on difficult calls and fostering a positive work environment.

Performance Management:

Set objectives, monitor key performance indicators (KPIs) like call handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores, and evaluate agent effectiveness.

Operations Oversight:

Manage daily workflows, scheduling, resource allocation, and ensure smooth operation of call center technology and systems.

Process Improvement:

Analyze call center data, identify inefficiencies, and implement strategies to optimize processes, enhance service quality, and meet financial targets.

Reporting & Strategy:

Prepare performance reports, present action plans to upper management, and develop long-term strategies for call center growth and success.

Customer Advocacy:

Handle complex or escalated customer complaints to ensure satisfactory resolutions and maintain high service standards.
Essential Skills:

Strong leadership, communication, and interpersonal skills. Data analysis and problem-solving abilities. Deep understanding of call center metrics and operations. Ability to motivate teams and foster a positive culture.
Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹45,000.00 per month

Benefits:

Cell phone reimbursement Paid time off Provident Fund
Work Location: In person