Call Center Manager
- Miracle Consultancy
- 7 to 12 Yrs
- Rajkot
- 4 years ago
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Job Description
Dear Candidates,
We are looking for Call Center Manager for one of the leading university of Gujarat.
Location : Rajkot, Gujarat
Education : MBA prefer (Any graduate)
Experience : 7-8 years
Salary : No bar for the right candidates
Job Responsibilities :
Lead, inspire and co-ordinate the call center management team at all levels to create motivated and engaged colleagues.
Be responsible for the end-to-end customer call processes and their associated customer experience, supporting cross-departmental initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction, and coaching strategy for the call center.
Manage the day-to-day performance of the Call Centre Operations to deliver best-in-class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the Call centers, stay abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Reviewing and defining clearly all Call center roles, any required shift, and candidate profiles required across the Call center operation.
Applying best practices, developing continuous improvement plans, and making recommendations based upon employee and customer insight.
Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation that consistently achieves Call handling SLAs.
Deliver cost efficiencies and increase Student Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Manage the sales team and track their sales funnel. Build an effective sales team that nurtures lead and enhances the revenues via student enrollments.
Lead Qualification and Sales pipeline analysis and reporting.
Create status reports for Stakeholders (internal/external)
Kindly share your updated resume on hidden_email
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center Role Category: Customer Care Executive (Call Centre) Functional Area: Not ApplicableRole/Responsibilies: Call Center ManagerContact Details:
Company: Miracle ConsultancyLocation(s): Rajkot
Keyskills: center university handling education operation call team motivation
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