Gaadi.com - Manager - Call Centre Operations

Roles and Responsibilities:

- Develop effective call center systems by establishing and upgrading customer interaction and voice response systems and voice networks

- Responsible for development and administration of annual department budget to attain business goals with operational stability

- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development

- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs

- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, performance standards, delineation of duties and responsibilities, staffing levels and supervision

- Coordinate analytic, strategic and technical resources to meet customer expectations and insure customer satisfaction

- Insure compliance with regulatory agency guidelines and standards

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients

Key Requirements:

- Minimum 5 years of Call Center/Contact Center management experience

- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing, scheduling, and telecom opportunities

- Exceptional ability to develop and manage results-oriented recruiting and training programs

- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations