Job Description

As Caller Centre Operations Manager, you will directly oversee call centre sales / collection / Customer Service etc. personnel to ensure positive morale and effective daily operations. You will serve our local and national customers through the development and implementation of best cell centre methods and procedures. You will also be asked to make suggestions for system and process improvement using your knowledge of daily and ground operations. A BPO operations manager should ensure all processes run smoothly and meet standards as per the client agreements. In order to perform these duties, he or she also has to periodically oversee deliveries from vendors and inspect equipment for quality, training and other sub functions which are indirectly related to the deliveries of the organization. Critical Job Responsibilities: Recruit, select, hires, and train new call center personnel and prepares them to respond to customer questions and complaints. Make them equipped for all sales / collection etc. process as per the guidelines. Prepares call Centre performance reports by collecting and analyzing call agents data Effectively manage outbound dialer and monitor continuously to apply new ideas and mechanism to improvise customer connects, sales etc. Ensure Customer satisfaction score / NPS are measured and plan to improve Evaluates individual performance reviews and overall team effectiveness with upper management / Monitors team performance and provide tools if necessary Maintains and improves call centre operations by monitoring system performance and identifying and resolving problems Meets financial targets by estimating performance requirements and preparing annual budgets. Managing process P&L and submit report to higher management time to time Prepare, Present and be an active part of all WBR, MBR, QBR etc externally and internally. Periodically take up process improvement initiatives and projects to help team to improve. Engage in A) Cross functional meetings B) Attend client meetings/calls C) Handle escalations Develop, implement, and maintain quality assurance protocols Essential Qualifications and Skills: Excellent understanding of technology, software applications, Dialer, Soft phone and computer systems etc. Advanced customer focus and customer service skills Exceptional training and coaching skills to motivate employees Outstanding verbal and written communication skills Ability to remain calm and in control of a situation Education and Experience Requirements: A graduation degree is a must. An MBA or equivalent is preferable Minimum 10- 13 Years of managerial experience in a similar organization / BPO of which a minimum 5 years as a manager is a must. A domestic call centre experience is a mandatory.