Job Description

Job Responsibility -

Developing objectives for the Call Center's day-to-day activities.

Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

Provide coaching and assistance to Call Center agents on an ongoing basis.

Process Daily/weekly/monthly sales leads reports for submission to management.

Oversee and ensure conflict resolution between associates and customers.

Ensure that all employees follow the company's best practices for Call Center management and operations.

Develop presentations and talks to motivate and educate Call Center agents.

Communicate company goals to associates so every employee understands his or her role.

Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

Monitor and improve ordering, telephone handling and other procedures

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Prepare reports for Call Center Operations

Call Center Forecasting, Operational Reviews

Team Building, Review, Engagement & Retention

Experience -

Good in computer skills, Analytical and problem solving skills, excellent leadership, Team Management and interpersonal skills

6+ years of experience is required, in BPO/KPO

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

Provident Fund
Work Location: In person