Job Description

Job Title: Call Center Manager

Location: Jaipur

Department: Operations

Reports To:

Job Type: Full-Time

Job Summary: You will be responsible for overseeing the day-to-day operations of our sales Call Center. Your primary objective is to lead, motivate, and coach a team of sales representatives to achieve their targets and deliver an outstanding customer experience. You will work closely with the senior management team to develop and implement strategies that drive sales growth and enhance customer satisfaction.

Key Responsibilities:

1. Team Leadership:

\xc2\xb7 Recruit, train, and supervise a team of Call Center professionals.

\xc2\xb7 Set clear performance expectations and provide coaching and feedback.

\xc2\xb7 Foster a positive and productive work environment.

2. Operational Management:

\xc2\xb7 Develop and implement Call Center strategies, policies, and procedures to optimize operations.

\xc2\xb7 Monitor and manage daily operations to ensure service levels and quality standards are met.

\xc2\xb7 Identify areas for process improvement and implement efficiency initiatives.

3. Sales Target Achievement:

\xc2\xb7 Drive the team to meet and exceed sales targets, ensuring consistent revenue growth.

\xc2\xb7 Monitor customer feedback and implement strategies to improve overall customer satisfaction levels.

\xc2\xb7 Analyze Sales data and generate reports on a daily basis to track sales performance and identify trends.

4. Client Relationship Management:

\xc2\xb7 Build and maintain strong relationships with clients, understanding their needs and expectations.

\xc2\xb7 Collaborate with clients to ensure smooth operations and resolve any issues or escalations.

5. Performance Metrics:

\xc2\xb7 Establish and track key performance indicators (KPIs) for the Call Center operations.

\xc2\xb7 Analyse data to identify trends and areas for improvement, taking corrective actions as needed.

6. Quality Assurance:

\xc2\xb7 Implement and maintain quality assurance programs to ensure service quality and compliance.

\xc2\xb7 Conduct regular audits and quality checks to uphold standards.

7. Resource Planning:

\xc2\xb7 Forecast staffing needs, allocate resources effectively, and manage workloads.

\xc2\xb7 Ensure adequate staffing levels to meet client requirements.

8. Technology Integration:

\xc2\xb7 Stay up-to-date with Call Center industry trends and technological advancements.

\xc2\xb7 Implement and leverage technology solutions to enhance efficiency and service delivery.

9. Budget Management:

\xc2\xb7 Prepare and manage the Call Center department budget, ensuring cost-effectiveness.

\xc2\xb7 Monitor expenses and implement cost-saving measures.

Qualifications:

\xc2\xb7 Bachelors degree in Business Administration, Sales, or a related field (Masters degree preferred).

\xc2\xb7 Proven experience in Call Center operations management, with a minimum of 10+ years in a leadership role.

\xc2\xb7 Proficiency in call center software and CRM systems.

\xc2\xb7 Strong knowledge of Call Center industry best practices and trends.

\xc2\xb7 Excellent leadership, communication, and interpersonal skills.

\xc2\xb7 Analytical and problem-solving abilities.

\xc2\xb7 Knowledge of industry regulations and compliance standards.

Preferred Skills:

\xc2\xb7 Six Sigma or Lean certification is a plus.

\xc2\xb7 Experience working with a diverse client base.

\xc2\xb7 Project management skills.

Mittsure Techologies LLP