JOB PURPOSE :-

The role holder will be responsible to manage End to End Delivering a comprehensive service to enquiring customers by providing a productive and motivating working environment and addressing any issues/disputes from customers or clients. The role incumbent would be deft in a start-up like environment and brings to fore, a strong challenger mind-set with proven abilities to influence peers across the eco-system and deliver a quality Customer Experience.

KEY RESPONSIBIITIES :-

• Create a task list for the call center daily activities and ensure they are achieved.
• Ensure the resources are used to produce optimal results.
• Monitor the performance of the call center and regularly provide feedback.
• Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.
• Provide training and orientation for the recruits to provide high-quality customer service.
• Oversee the budget plans and track expenses of the call center.
• Assess performances with metrics like calls left waiting, calls missed, etc.
• Managing a large number of incoming calls and emails
• Keeping a record of customer interaction and details of actions taken
• Generating sales leads, building sustainable relationships where necessary
• Ensure that all employees adhere to the company policies and regulations.
• Prepare performance reports and report any issue to the management
• % reduction in operational cost
• % adherence to SOP in regard to Project guideline

Specific Experience :- Managerial role in a fast-paced company as a call Center manager / Customer Service Manager Should be able manage multiple locations