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Call Centre Manager
Itaa Education
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Salary offer – 5.50 Lacs – 6.00 Lacs

Total Year of Exp – 6 -8 Years

  • The candidate is required to set up a call center including
    co-ordination for the technical setup (including hardware, software.
    network) and preparation of SOP.
  • Must be having track record of developing & implementing result oriented
    processes in service delivery with improved customer service.
    To lead a team of around 30 staff from Customer Care and Sales Call
    Centre.
  • To be responsible for Call Centre for client marketing inbound/outbound
    calls for conversion of leads.
  • To be responsible for the team’s performance and TAT on closure of new
    leads and client grievances.
  • Required to create targets for team agents and motivate to fulfill the
    same.
  • To be the face of the company to manage customer queries, complaints,
    requests related to products/services.
  • To supervise and ensure the team’s response/ closure of the queries,
    calls completed, calls in waiting, calls abandoned, etc.
  • Required to handle queries from HNIs/ prospects/ leads effectively.
  • To identify and engage the team members in regular sales and
    communication training programs in co-ordination with training
    department.
  • Must be adept in process improvement, analyzing information/data,
    developing standards, presentation skills and must exhibit excellent
    leadership quality.

Required Skills

  • Tech Savvy and must have knowledge in relevant computer
    program/operations.
  • Should have directly managed Contact Centre operation.
  • Good in Verbal and Written Communications, Excellent Negotiation and
    Problem Solving , Customer First Attitude, Time management , Attention
    to detail, Professionalism, Multi-tasking, Basic data analytics and
    reporting.
  • Knowledge of Contact Centre Telecom Set-up
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