Call Center Head

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve sales targets and provide excellent customer support.
• Develop and implement effective strategies to improve call center operations, reduce attrition rates, and enhance overall performance.
• Collaborate with other departments to resolve complex issues, address customer complaints, and maintain high levels of customer satisfaction.
• Analyze key performance indicators (KPIs) such as AHT, Shrinkage, Attrition rate, CSat etc. to identify areas for improvement.

Job Requirements :

• 8-12 years of experience in BPO/Call Center industry with a focus on leadership roles.
• Strong communication skills with ability to lead by example.
• Excellent management skills with ability to motivate teams towards achieving goals.
• Proven track record in reducing shrinkage & attrition rates through effective people management practices.