Call Centre Manager

VisionWay IELTS and Immigration Pvt Ltd is looking for Call Centre Manager to join our dynamic team and embark on a rewarding career journey.you will be responsible for overseeing the daily operations of the call centre, managing a team of customer service representatives, and ensuring high-quality service delivery. This role involves strategic planning, performance monitoring, and fostering a positive and efficient work environment. The Call Centre Manager plays a key role in driving customer satisfaction and achieving organizational goals. Key Responsibilities: Team Leadership: Recruit, train, and manage a team of customer service representatives. Provide leadership, guidance, and mentorship to team members. Performance Monitoring: Monitor and evaluate the performance of the call centre team. Set performance targets and provide regular feedback to team members. Quality Assurance: Implement and maintain quality assurance processes to ensure high service standards. Conduct regular evaluations of customer interactions for compliance and improvement. Strategic Planning: Develop and implement strategic plans for the call centre in alignment with organizational goals. Identify opportunities for process improvement and efficiency. Operational Oversight: Manage day-to-day operations of the call centre, including call routing, workforce management, and resource allocation. Ensure adherence to schedules and service level agreements. Customer Satisfaction: Foster a customer-centric culture within the call centre. Address escalated customer issues and collaborate with other departments to ensure timely resolution. Reporting and Analysis: Generate and analyze reports on call centre performance. Provide insights and recommendations based on data analysis. Training and Development: Organize training sessions for team members to enhance skills and knowledge. Facilitate ongoing professional development opportunities. Technology Integration: Stay updated on call centre technologies and implement solutions to enhance efficiency. Collaborate with IT teams for system upgrades and integrations.