Call Center Head - Telecom

Position : Call Center Head ( Only female candidates may apply)

Prefered Industry : Telecom only

Reporting : Customer Service Head

For Details : Call Arnab @ 93300778150

Elegibility :

Should be regular graduation degree holder

Female only

Work Experience- Should not be more than 12 years

Role Purpose:

Management of all inbound and outbound voice transactions and responsibility for cost / revenue performance through in-house and Service Partner call centres, to deliver superior service through convenient, consistent and complete solutions, resulting in customer query resolution, trust & retailer bonding at optimal cost.

Is responsible for Revenue Enhancement thru Outbound Sales, ensuring a high Return on Investment.

Is responsible for ensuring the set levels of service are delivered by all Outsourced Service Partners.

Key Accountabilties :

Accurate forecasting & effective planning to ensure the call volumes are as per forecast.

Analyzing business trends impacting call center volumes and planning ahead of requirements.

Strategizing to increase Revenue per workstations at the outbound sales unit, month on month.

Preparing and managing the annual Budget for all Inbound and Outbound activities.

Keeping a close watch on the pay outs in all verticals to ensure they are within / below the Budget allocation thereby resulting in savings.

Devise & drive initiatives/process improvements leading to higher automation of calls or lessening the need of the customer to call, thereby leading to reduction in calls volumes & budget savings.