Call Center Head

Call Center Head Responsibilities:

· Hiring, training, coaching, and leading call center representatives as they provide support for customers.

· Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

· Assisting other management team members in identifying trends and establishing call center goals.

· Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

· Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

· Taking on other tasks or projects to support employees, other managers, and call center operations.

Educational Qualification

· Graduate Degree or equivalent Education

· 3 to 5 Years of experience in Call Center field may be preferred.

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company products, services, and policies.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and attention to detail.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

· Polite, professional phone voice.

Job Type: Full-time

Salary: ₹35,000.00 - ₹5,0000.00 per month

Experience:

• total work: 3 years (Preferred)

Work Location: In person

Application Deadline: Start Date: 18/09/2026

Only face to face Interview

Job Type: Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Language:

• Hindi (Preferred)

Work Location: In person