Call Centre Head

Responsibilities

- Effective time bound management of calls and complaints from customers

- Enforcing roster for all agents and ensuring enough bandwidth is available spikes in orders

- Planning, creating and executing a training program for all call center agents to ensure a standard customer experience

- Responsible for recruiting agents of the required skillset

- Handle escalations that agents need help with and ensure customer satisfaction

- What are we looking for in the candidate-

- People who know how to start all their thinking with the customer and work backwards to deliver amazing service

- Must be someone who can make decisions with data and lead with passion, which thrives on challenges, has humility and understands the value of an associate-centered leadership style

- Leadership/ Team management (should have managed a team-direct reporting of min 40-50 people)

- Strong functional skills around call center processes and inter departmental communication.

- 4-10 years of experience including min of 2/3 year of team management.

- Strong interpersonal skills, an ability to eloquently convey complex ideas, and a good instinct for business.

- Analytic and problem-solving skills, which require a practical numbers-oriented mind.

- Should have exposure to Quality / Six Sigma / Lean

- Ability to work in high-pressure roles where deadlines and bottom lines are the measure of success and heavy burdens of responsibility are the norm.

- Good to have - experience with a (e-commerce) in setting up the function/ team