Job Description

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Title: Manager Operation - Call Center at Chandigarh University:

Introduction:
Chandigarh University is a reputed educational institution focused on nurturing talent and providing a world-class learning experience. We are currently seeking a motivated and experienced professional to join our team as a Manager Operation - Call Center. This role is vital in ensuring efficient and effective operations within our call center, guaranteeing exceptional customer service and contributing to the overall success of Chandigarh University.

Responsibilities:
1. Oversee Call Center Operations:
- Lead, manage, and supervise the day-to-day activities of the call center team, ensuring optimal performance and achievement of targets.
- Develop strategies to increase call efficiency, improve call agents\' productivity, and enhance overall customer experience.
- Monitor call center metrics, including call volume, service level agreements (SLAs), average handling time (AHT), and first call resolution (FCR) rates, to identify areas for improvement.

2. Staff Management and Development:
- Recruit, train, and onboard new call center agents, providing them with the necessary knowledge and tools to excel in their roles.
- Implement and conduct performance evaluations, identifying training needs and providing ongoing coaching and feedback to promote professional growth.
- Foster a positive work environment that encourages teamwork, collaboration, and employee engagement.

3. Quality Assurance:
- Develop and maintain call center policies, procedures, and scripts, ensuring standardization and adherence to the highest quality standards.
- Monitor call recordings and agent interactions to analyze service quality, identify areas for improvement, and implement corrective actions where necessary.
- Conduct regular quality assurance audits to ensure consistency across all customer interactions and guarantee an exceptional customer experience.

4. Data Analysis and Reporting:
- Utilize call center software and analytics tools to generate reports and insights on key performance indicators (KPIs) related to call center operations.
- Analyze data, identify trends, and recommend strategies to optimize call center operations, enhance customer satisfaction, and meet organizational goals.
- Prepare regular reports summarizing call center performance, highlighting achievements, challenges, and opportunities for improvement.

Requirements:
- Bachelor\'s degree in Business Administration, Management, or a related field (MBA preferred).
- Proven experience of at least 5 years in managing call center operations, preferably in a high-volume environment.
- Strong leadership and people management skills, with the ability to motivate and inspire a diverse team.
- Excellent communication skills, both written and verbal, with a professional and empathetic demeanor.
- Solid understanding of call center software, CRM systems, and reporting tools.
- The ability to analyze data, interpret trends, and make data-driven decisions.
- Problem-solving skills, with the ability to quickly adapt to changing circumstances and resolve customer and operational challenges.

Join our team at Chandigarh University and play a pivotal role in delivering exceptional customer service while driving operational excellence in our call center. Apply now and be part of our mission to shape the future of education.

Note: This job description accurately depicts the present position, but it is not exhaustive and may be subject to necessary revisions to meet the changing needs of the organization.

Intrested can reach me on 8393836632 or Mail me at madhu.hrd@cumail.in

Department:

All Departments

Skills Required:

Operations Management, Call Center Management, Sales Process, BPO Management

Years Of Exp:

7 to 15 Years

Chandigarh University