Manager - Call Center

Job Description: Call Centre Manager

Company Introduction:

Smartstaff Services Private Limited is a leading workforce management platform dedicated to transforming how businesses manage and optimize their workforce. At Smartstaff, we leverage technology to streamline operations and improve efficiency, providing businesses with innovative solutions to enhance productivity and employee satisfaction.

Position: Call Centre Manager

Location: [Specify Location]

Job Summary:

We are seeking a highly motivated and experienced Call Centre Manager to lead our team at Smartstaff Services Private Limited. The ideal candidate will be responsible for overseeing inside sales and support functions, developing and implementing standard operating procedures (SOPs), and ensuring high performance across various key result areas (KRAs).

Key Responsibilities:

Team Leadership:

- Lead and manage a team of Team Leaders (TLs) and executives handling inside sales and support functions.

- Foster a positive and productive work environment that motivates the team to achieve their goals.

Standard Operating Procedures (SOPs):

- Develop comprehensive SOPs for all workstreams to ensure consistent and efficient operations.

- Monitor adherence to SOPs and implement continuous improvement initiatives as needed.

Performance Management:

- Create and implement processes to manage and maintain basic KRAs, including connection rates, first response times (FRTs), resolution times, reopen rates, and conversion rates.

- Regularly review and analyze performance metrics to identify areas for improvement and drive operational excellence.

Cross-Functional Collaboration:

- Collaborate with cross-functional teams to ensure timely resolution of all tickets and customer issues.

- Work closely with the product team to develop the product charter for all internal products, ensuring alignment with business objectives.

Qualifications:

- Proven experience in managing call centre operations, preferably in a similar industry.

- Strong leadership skills with the ability to motivate and manage a diverse team.

- Excellent communication and interpersonal skills.

- Ability to develop and implement effective SOPs.

- Proficiency in analyzing performance metrics and driving improvements.

- Collaborative mindset with experience working with cross-functional teams.

- Detail-oriented with strong organizational skills.

Why Join Us:

- Opportunity to work with a dynamic and innovative company at the forefront of workforce management solutions.

- Collaborative and inclusive work environment.

- Competitive compensation and benefits package.

- Opportunities for professional growth and development.

If you are a proactive leader with a passion for driving operational excellence and improving customer experience, we would love to hear from you. Apply now to join our team at Smartstaff Services Private Limited!