Call Centre Manager

Purpose:

The role holder will be required to monitor and oversee the proper functioning of our Call center. He/ she will be required to ensure the center is performing at its best and producing results.

Role and responsibilities:

* Manage a team of call center agents which includes managing inbound and outbound calls in a timely manner

* Managing 3rd party agency partners to drive KPIs in line with business goals

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

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

* Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)

* Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)

Experience and Qualification:

* 6-10 Years of experience working as in a BPO with experience of managing a voice contact center team

* Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint, etc)

* Experience in Education & Ed-Tech BPO would be a plus

Competencies:

Functional:

• Excellent Communication Skill
• Multi-Tasking
• Data Analysis
• Operational excellence

Behavioral:

• Trustworthiness Accountability & Ethical
• Collaboration
• Eye for detail
• Logical thinking and analytical ability