Senior Executive - Call Center

Key Responsibilities:
Team Leadership: Supervise and support call center executives, ensuring smooth daily operations and maintaining service quality.
Performance Monitoring: Monitor individual and team performance metrics, ensuring KPIs such as call handling time, first-call resolution, and customer satisfaction are met.
Coaching & Development: Provide training, guidance, and mentorship to the call center team, identifying areas for improvement and career growth.
Customer Service Management: Handle escalated customer calls, ensuring timely and effective resolution of complex issues.
Process Improvement: Identify opportunities to streamline call center processes, reduce call wait times, and improve overall customer experience.
Reporting & Analysis: Prepare and present performance reports to management, analyzing trends and making data-driven recommendations for improvements.
System & Process Management: Ensure that the team is properly utilizing call center software, CRM systems, and communication tools to optimize efficiency.
Stakeholder Communication: Collaborate with other departments (e.g., sales, operations, IT) to ensure seamless operations and resolve any interdepartmental issues impacting the call center.
Compliance & Standards: Ensure all call center activities comply with company policies, industry regulations, and customer service standards.