We are seeking an experienced and dynamic Call Centre Manager to lead our customer service team. The ideal candidate will be responsible for managing day-to-day operations, ensuring exceptional customer service, and driving performance metrics. The Call Centre Manager will play a crucial role in achieving operational excellence, employee development, and customer satisfaction.
- Lead, motivate, and manage a team of customer service representatives.
- Foster a positive and collaborative team culture to enhance employee engagement and performance.
- Conduct regular team meetings, training sessions, and performance reviews.
- Oversee daily operations of the call centre, ensuring efficient call handling and resolution of customer queries.
- Develop and implement operational strategies to improve efficiency and meet performance targets.
- Drive a customer-centric approach within the team to ensure high levels of customer satisfaction.
- Analyze customer feedback and implement improvements to enhance the overall customer experience.
- Identify training needs and develop programs to enhance the skills and knowledge of customer service representatives.
- Provide ongoing coaching and feedback to team members to improve performance.
- Ensure the effective use of call Centre technology and systems to optimize operations.
- Collaborate with IT teams to implement and improve relevant software and tools.
- Stay updated on industry best practices and implement improvements accordingly.
- Generate regular reports on team performance, call metrics, and customer feedback.
- Bachelor’s degree /master’s degree or equivalent is required, Customer Service, or a related field.
- Fluency in Advance English (C2-Proficient), Hindi and Odia Language.
- Proven experience (2+ years) in a managerial role within a call center environment.
- Strong leadership, communication, and interpersonal skills.
- In-depth knowledge of call centre operations, performance metrics, and customer service best practices.
- Ability to analyze data, draw insights, and implement process improvements.
- Proficiency in using call centre software and CRM systems.
- Results-driven mindset with a focus on achieving targets and objectives.
Location- Rourkela, Odisha
Immediate Hiring- Yes