Job Description

Manage and supervise the call centre team to ensure smooth daily operations. Monitor inbound and outbound call performance, ensuring adherence to targets and SLAs. Develop call scripts, communication standards, and process guidelines for the team. Ensure timely customer follow-up, appointment scheduling, and service reminders. Track and improve customer satisfaction scores, first call resolution, and service quality. Conduct regular training and coaching sessions to enhance team performance. Handle escalated customer complaints and ensure quick and effective resolution. Prepare daily/weekly/monthly MIS reports and share with the management team. Coordinate with service, sales, and CRM teams to ensure seamless communication. Maintain discipline, attendance, and productivity of the call centre staff. Implement process improvements to increase efficiency and reduce call handling time.
Job Types: Full-time, Permanent

Pay: ?15,000.00 - ?20,000.00 per month

Benefits:

Health insurance Provident Fund
Experience:

Call center: 1 year (Preferred)
Work Location: In person