Manager - Call Center Operations

Role : Manager - Operations ( Call Center )

Location : Delhi & Gurgaon

Reporting to : Head CRM

- Lead a team of over 50 call center executives| 3 team leaders & 1 Assistant Manager

- Manage 24- 7 operations.

- Ability to manage the entire customer service including receiving phone calls, e-mails, social media comments.

- Ensure regular recruitment, training and motivation of the team and regular update to Management.

- Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Call Center Operations Manager Job Duties :

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning,

- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, 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.

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

- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

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

Experience & Qualification :

- Min 4+yrs exp in an International BPO Operation with min 1 year as Manager Operations or 2+ years as Assistant Manager Operations.

- Prefer if the candidate has completed PG. Can also look at Graduates with 5+ years relevant exp.

Salary Range: 6-10 LPA