Call Centre Manager

Company Name: ABC Customer Service

Type of Company: BPO/Call Centre/Contact Centre

Vacancies: 1

Designation: BPO Operations Manager

Job Description:

1. Managing Telecalling and Back End Operations of different processes

• End to end managing of multiple teams of telecallers and back end executives

• Handle call allocation, productivity monitoring and daily process coordination

• Conducting regular call audits to evaluate call quality

• Providing process and product training to telecalling team members

• Preparing and maintaining daily telecalling reports, including calling activity, appointments, customer enquiries and follow-ups

• Monitoring team performance and identifying areas for improvement

2. Back office Operations

• Maintaining various Excel files for multiple processes

• Creating MIS Reports based on clients various requirements

• Study data in the reports and come up with analysis on future trends, process improvements etc

• Work on CRMs and other softwares for daily operations

3. Common responsibilities

• Acting as the point of contact for clients as well as team members for daily operations coordination

• Handling escalations and coordinating with the relevant team members to ensure timely resolution of operational and customer-related issues

• Coordination with Recruitment Manager, HR Manager, Admin Coordinator and IT teams for any internal requirements

Location: Vennala, Kochi

Industry: Telecom/FMCG/Automobile and any other industry (can vary)

Client Geography: Kerala/Rest of India/Abroad (can vary)

Work Timing: 9.30/10/10.30am to 6.30/7/7.30pm (flexible)

Working days: Monday to Saturday

Language fluency written: English

Language fluency spoken: English and Malayalam

Computer Knowledge: MS Excel (Vlookup, Pivot, Formulas, Delimitation, Dropdowns etc), Email, Internet, experience in using softwares. Basic IT & networking knowledge would be an added advantage.

Other skills required: Strong logical thinking skills, Team Management capabilities, Leadership, Confidence, Willingness to learn, Positivity, Friendliness, Team Player as well as Individual Contributor

Minimum qualification: Any Graduate or Post Graduate

Work Experience: Around 5 years experience in managing teams, MIS reports, client/customer interactions and back office operations. Experience in any sales profile would be considered an added advantage, though not mandatory.

Salary: Rs 30,000 to 35,000 per month based on experience.