We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well- organized and productive
Principal Accountabilities
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments and senior management
- Qualification, Experience & Skills - Desired Profile of the Candidate
- Proven 12-15 yrs of experience as call center manager or similar position
- Experience in customer service is required preferably in the BFSI domain
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Minimum Bachelor degree required, with MBA as higher degree will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
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