Call Center Manager @ Vibrantzz Management

Job Description

ONN Bikes is a leading bike rental service provider, offering convenient and affordable solutions for urban commuters and travellers across India. Our mission is to revolutionize the way people travel by providing access to high-quality, well-maintained bikes at affordable rates. We seek a highly motivated and experienced Call Center Manager to lead our customer service team at ONN Bikes. The ideal candidate will have a passion for delivering exceptional customer service, along with strong leadership skills and a proven track record of managing call centre operations. Roles and Responsibilities Lead, coach, and mentor a team of customer service representatives to deliver outstanding service. Develop and implement strategies to optimize call centre operations, including staffing, training, and performance management. Monitor key performance metrics, such as call volume, response times, and customer satisfaction scores, and take proactive measures to address any issues or. trends. Handle escalated customer inquiries and complaints in a timely and professional manner, ensuring resolution and customer satisfaction. Develop and maintain call centre policies and procedures to ensure consistency and adherence to company standards. Conduct regular performance evaluations, provide feedback and coaching to team members, and identify opportunities for skills development and training. Collaborate with other departments, including operations and marketing, to address customer issues, identify trends, and implement solutions to improve overall customer experience. Prepare and analyse reports on call centre performance, including trends, forecasts, and operational insights, and present findings to senior management. Stay informed about industry trends and best practices in call center management, and implement relevant innovations to enhance service delivery. Skills required Bachelors degree in Business Administration, Management, or related field. Minimum of 2 years of experience in call centre management, preferably in the retail / Service industry. Strong leadership and team management skills, with the ability to motivate and inspire team members to achieve performance targets. Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management. Strong analytical and problem-solving abilities, able to analyze data, identify trends, and implement actionable insights. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. Proficiency in call centre software and systems, including CRM platforms, telephony systems, and reporting tools. Knowledge of industry best practices in customer service and call centre management

Employement Category:

Employement Type: Full time
Industry: Internet / E-Commerce
Role Category: Customer Service (International)Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Call Center Manager

+ View Contact

Keyskills:   customer service call center management leadership team management communication interpersonal skills analytical skills reporting tools customer service call center management problemsolving fastpaced environment CRM platforms telephony systems