Call Center Operations Manager

Job Description:

We are seeking an experienced Call Center Operations Manager to join our team. The ideal candidate will have a minimum of 10 years of experience in call center management, with a proven track record of successfully leading teams and driving operational excellence. As the Call Center Operations Manager, you will be responsible for overseeing all aspects of our call center operations, ensuring high levels of customer satisfaction, efficiency, and productivity.

Responsibilities:

Manage Call Center Operations: Oversee day-to-day operations of the call center, ensuring smooth functioning and adherence to operational metrics and service level agreements (SLAs). Monitor call volume, handle time, and other key performance indicators (KPIs) to identify areas of improvement and implement strategies to optimize performance.

Team Leadership: Lead and inspire a team of call center agents, supervisors, and support staff. Provide guidance, coaching, and ongoing training to enhance their skills and ensure exceptional customer service delivery. Foster a positive and motivational work environment that promotes employee engagement and professional growth.

Performance Management: Develop and implement performance management processes, including regular performance evaluations, feedback sessions, and performance improvement plans. Recognize outstanding performance and address underperformance promptly and effectively.

Quality Assurance: Establish and maintain quality assurance standards for call center operations. Monitor and evaluate calls, chat interactions, and other customer touchpoints to ensure adherence to service standards, accuracy, and compliance. Implement corrective actions and training programs as needed.

Customer Satisfaction: Foster a customer-centric culture within the call center. Develop strategies to enhance customer satisfaction, improve the customer experience, and build long-term relationships with clients. Address customer escalations and complaints in a timely and effective manner.

Process Improvement: Identify opportunities for process improvements and efficiency gains within the call center. Collaborate with cross-functional teams to implement new tools, technologies, and workflows that enhance productivity, reduce costs, and drive continuous improvement.

Reporting and Analysis: Prepare and present regular reports on call center performance, including key metrics, trends, and recommendations for improvement. Analyze data to identify patterns and insights that can guide decision-making and operational strategies.

Compliance and Risk Management: Ensure compliance with relevant laws, regulations, and company policies. Implement risk management strategies to mitigate operational risks and maintain data security and privacy standards.

Job Type: Full-time

Salary: ₹35,000.00 - ₹40,000.00 per month Read more