Job Summary:
As the Call Center Head, you will oversee all aspects of call center operations,
ensuring efficiency, effectiveness, and exceptional service delivery. You will lead,
mentor, and motivate a team of supervisors and agents, manage performance
metrics, and implement strategies to enhance customer satisfaction and achieve
...
business objectives.
Key Responsibilities:
- Lead and manage the call center team, including supervisors, team leads, and
agents.
- Develop and implement strategies to improve call center performance and
customer satisfaction.
- Monitor and analyze key performance metrics to identify areas for improvement
and ensure targets are met.
- Foster a positive and productive work environment through effective leadership,
coaching, and mentoring.
- Collaborate with other departments to align call center operations with overall
business goals.
- Manage budget and resource allocation, ensuring cost-effective operations.
- Handle escalated customer issues and complex inquiries with a focus on resolution
and customer satisfaction.
- Stay up-to-date with industry trends and best practices to drive continuous
improvement.
Qualifications:
- Bachelor’s/ Master's degree in Business Administration, Management, or a related
field (preferred).
- Proven experience in a call center leadership role with a track record of success.
Min 5-9 yrs of experience in Call center ( if possible in sales process )
- Strong understanding of call center operations, performance metrics, and customer
service principles.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Proficiency in call center software and CRM systems.
show more
Job Summary:
As the Call Center Head, you will oversee all aspects of call center operations,
ensuring efficiency, effectiveness, and exceptional service delivery. You will lead,
mentor, and motivate a team of supervisors and agents, manage performance
metrics, and implement strategies to enhance customer satisfaction and achieve
business objectives.
Key Responsibilities:
- Lead and manage the call center team, including supervisors, team leads, and
agents.
- Develop and implement strategies to improve call center performance and
customer satisfaction.
- Monitor and analyze key performance metrics to identify areas for improvement
and ensure targets are met.
- Foster a positive and productive work environment through effective leadership,
coaching, and mentoring.
- Collaborate with other departments to align call center operations with overall
business goals.
- Manage budget and resource allocation, ensuring cost-effective operations.
- Handle escalated customer issues and complex inquiries with a focus on resolution
and customer satisfaction.
- Stay up-to-date with industry trends and best practices to drive continuous
...
improvement.
Qualifications:
- Bachelor’s/ Master's degree in Business Administration, Management, or a related
field (preferred).
- Proven experience in a call center leadership role with a track record of success.
Min 5-9 yrs of experience in Call center ( if possible in sales process )
- Strong understanding of call center operations, performance metrics, and customer
service principles.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Proficiency in call center software and CRM systems.
show more
