JOB PURPOSE :

At this position, we require a call center manager who is self-motivated and driven and can instill the same in the team. The person requires to take ownership to help improve quality of customer experience and increase our customer base and significantly help in organization's overall growth.

JOB DESCRIPTION :

- Maintain team's quantitative and qualitative targets and in turn help with company's organic growth

- To take ownership in resolving all the possible queries and hurdles for all our customers

- Grow and nurture the team to excel in their tasks

- Maintain and Analyze all the reports and dashboards and improve overall numbers with required strategies

- Develop and improve service level documents and policies as per requirement

- Be updated with industry trends and apply best practices in the system

- Provide guidance and assistance to the team in their daily responsibilities

- Budget management - adhere to and manage within approved budget

- Understand business requirements and provide strategies for improvement

- Go the "extra mile" to align yourself with the organization's mission

- Maintain professional discipline at all times

REQUIRED WORK EXPERIENCE :

- Minimum experience of 3-4 years including 1-2 years in 'direct' team management is a required

- Champions in getting organizational sales target achieved

- Skilled in mentoring and motivating the team to drive them towards the organizational goal

- Hands-on experience in relevant CRM software and dialers with basic troubleshooting

- Equipped in resource utilization and maintaining team quality targets

- Keeping the team disciplined at all times and must have strong temperamental control

- Outstanding Objection handling and negotiation skills

REQUIRED ACADEMICS AND SKILLS :

- Must have a Bachelors Degree or Equivalent

- Excellent knowledge of spoken and written English language

- Knowledge of any regional language would be an added advantage

- Good knowledge of MS-Excel, MS-Word and MS-Ppt. is a must

- Solution-centric approach is a must

- Professionally extrovert with outstanding team management and interpersonal skills

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