Job Summary :

- The Call Center Manager is responsible for leading, managing, and optimizing the pre sales team within a call center environment.

- This role involves driving pre sales performance, developing strategies to achieve pre sales targets, and ensuring a high level of customer satisfaction. The manager will oversee daily operations, coach team members, and implement effective pre sales techniques and processes. We are looking for a manager to help monitor and oversee the proper functioning of our call center.

- You will be required to ensure the center is performing at its best and producing results. You will also be required to make budget plans, analyze performances and report to management on the happenings of the center.

- Your contribution will make an impact on the kind of service we provide and keep our customers satisfied.

Key Responsibilities :

1) Leadership and Management :

- Lead and motivate the call center pre sales team to achieve and exceed sales targets.

- Manage the recruitment, training, and development of pre sales agents.

- Conduct regular performance evaluations and provide constructive feedback.

- Provide training and orientation for the recruits to provide high-quality customer service

2) Pre Sales Strategy and Execution :

- Develop and implement pre sales strategies to drive business growth.

- Monitor and analyze pre sales performance metrics to identify areas for improvement.

- Ensure that pre sales processes and practices are aligned with company goals and industry best practices.

- Create a task list for the call center daily activities and ensure they are achieved.

- Ensure the resources are used to produce optimal results.

- Monitor the performance of the call center and regularly provide feedback.

3) Operational Oversight :

- Oversee the daily operations of the call center, ensuring smooth and efficient workflow.

- Manage schedules, call volume, and staffing levels to optimize productivity.

- Implement and monitor adherence to company policies and procedures.

- Strategizing and initiating policy-making

- Involvement in designing KRAs for the call center executives

- Coordinating and taking initiative to define SOPs

- Planning hierarchical and reporting structure of the call center.

- Setting up a dialer system and other necessary set up required for execution of a successful call center

4) Client Relationship Management :

- Maintain a high level of customer satisfaction by ensuring that the pre sales team provides excellent service.

- Sharing relevant prospects and leads to the sales team

5) Reporting, Analysis and Controlling :

- Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.

- Prepare and present regular reports on pre sales performance, leads forwarding data, and operational metrics.

- Assess performances with metrics like calls left waiting, calls missed, etc.

- Use data analysis to identify trends and inform strategic decisions.

- Provide insights and recommendations to senior management.

- Oversee the budget plans and track expenses of the call center.

What to expect from the role?

- Hands-on experience with supervising all tasks involved in running a call centre.

- Opportunity to practice and teach customer service, sales, marketing, and effective communication to fellow employees.

- Working with professionals and seniors with many years of experience.

- Exposure to the field of customer service and all its facets.

Skills :

- Excellent leadership and interpersonal skills.

- Strong analytical and problem-solving abilities.

- Proficient in CRM software and call center software programs

- Excellent communication and negotiation skills.

- Results-oriented with a strong drive to achieve sales targets.

- Customer-focused with a commitment to delivering high-quality service.

- Adaptable and able to manage change effectively.

- Strong organizational skills and attention to detail.

Qualifications :

- Bachelor's degree in any domain or a related field.

- Proven experience in a sales management role within a call center environment.

- Strong track record of meeting and exceeding sales targets.

- Experience in managing and developing a high-performing sales team

- Location : Noida