Manager - Call Centre

Job highlights:

- Minimum Education BA / B Com / B Sc /MBA

- Industry Exposure Required Hands on expr in domestic out-bound sales process

- Experience in Outbound call centre sales process 6 to 8 yrs

Job match score

Early Applicant

Job description:

Job Responsibilities:

- To look after entire 300 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing &; reviewing system.

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer- service standards; contributing information and analysis to organizational strategic plans and reviews.

- 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.

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

- 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.

Minimum Education :BA / B Com / B Sc /MBA

Industry Exposure Required Hands on expr in domestic out-bound sales process

- Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing

- Processes, Emphasizing Excellence

- Experience in Outbound call centre sales process 6 to 8 yrs.

- Min number of agents handled : 100+

IT Knowledge/ Other Competencies MS Office, Fidelio/ Opera