Call Center Head - BPO

Mandatory Skills

Customer Focus, Customer Service, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Outbound Calling, Sales Process,Performance Review, Recruiting, Training Call Center

Additional Skills

Communication Skills, Data Trends Orientation, Onboarding, Induction, Verbal Communication

Job Description

- To look after entire 300 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Additional Information

Mandatory: Experience in Outbound call centre sales process: 6-8 yrs

Min number of agents handled : 200+

- Should have working knowledge of MS Office suite

- Should be Open to Travel & work under deadlines

Required Qualification

- BA / B Com / B Sc

Job Insights

- Candidate should be well-groomed and open to travel

- Only Female Candidates are required.

- Male candidates not required

- Less than 6 years of Outbound call centre sales process Experience

Who are currently not working anywhere.

Who have an unstable profile / frequent Job hoppers

Who have to serve very long notice periods (Notice Period buy-out option also available)

Candidates having unreasonably high Salary Expectations

Candidates residing in Noida / Ghaziabad areas. (Preferably from Gurugram / Delhi)

Candidates who have already been interviewed / rejected from other sources in last 4 months. (Please verify while talking)

Recruitment stages- 1) CV Short listing. 2) Telephonic Round. 3) Skype Video Call.