Call Centre Head - Logistics Firm

Job Responsibilities:

- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations.

- Develops call centre systems by developing customer interaction and voice response systems and voice networks.

- Give training, Recruit and Manage Mini-trucks/tempo Rental Operations (Logistic Field)

- Reviewing the performance of staff, identifying training needs and planning training sessions.

- Responsible for acquiring and deploying necessary infrastructure both software and hardware.

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

- Carrying out needs assessments, performance reviews and cost/benefit analyses.

- Setting and meeting performance targets for speed, efficiency, sales and quality.

- Ensuring all relevant communications, records and data are updated and recorded.

- Advising clients on products and services available.

- Liaising with supervisors, team leaders and operatives to gather information.

- Maintaining up-to-date knowledge of industry developments and involvement in networks.

- Monitoring random calls to improve quality minimize errors and track operative performance.

- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.

- Recording statistics, user rates and the performance levels of the centre and preparing reports.

- Handling the most complex customer complaints or enquiries.

- Organizing staffing, including shift patterns and the number of staff required to meet demand.

- Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling 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.

- Motivating and retaining staff and coordinating bonus, reward and incentive schemes.

- Analyzing the performance data weekly and/or monthly basis.

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

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

- Should be flexible to work in Night Shifts as per business requirement.

Qualification and Skills:

- Good in Customer Focus, Customer Service, Process Improvement.

- Good in problem solving skill, teamwork, people Management, managing processes, emphasizing excellence

- Candidate should possess excellent verbal and written communication skills with ability to manage customer conversation ensuring confidence, clarity and ability to build rapport for Voice Process

Added Specifications:

- We are looking to a hire a call centre head at our Mumbai branch

- Looking to her a person with 8-10 of work ex in call centre and headed a call center for the past 1-3 years.

Salary range - 12-15 lacs.

- Preferable if he has worked in cab industry like Meru, easy cabs or Ola

Malvi Chitalia
7710072751