Call Center Officer

*Job Title:* Call Center Manager

*Location:* New Delhi

*Reports to:* Director

*Department:* Customer Service/Operations

### *Job Overview:*

The Head of Call Center is responsible for managing and leading the call center operations, ensuring high levels of customer service, and driving operational excellence. This role involves overseeing daily activities, implementing strategies to improve efficiency, managing the team, and ensuring performance targets are met.

### *Key Responsibilities:*

1. *Leadership & Management:*

- Lead and manage the call center team, including supervisors, team leaders, and agents.

- Develop and implement call center strategies to enhance efficiency and service quality.

- Foster a positive and performance-driven work environment.

2. *Operational Oversight:*

- Monitor and manage call center operations to ensure service level agreements (SLAs) adherence).

- Analyze call center metrics and performance data to identify areas for improvement.

- Ensure that all customer interactions are handledprofessionally and per company policies.

3. *Process Improvement:*

- Identify process gaps and implement changes to improve operational efficiency and customer satisfaction.

- Work closely with other departments to ensure seamless customer service delivery.

- Drive the adoption of new technologies and tools to enhance call center performance.

4. *Team Development:*

- Recruit, train, and develop call center staff to ensure they have the skills and knowledge required.

- Provide regular coaching and feedback to team members to help them achieve their goals.

- Conduct performance reviews and manage staff development plans.

5. *Customer Experience:*

- Ensure that the call center delivers exceptional customer service and meets customer satisfaction targets.

- Handle escalated customer complaints and issues, ensuring they are resolved effectively.

- Monitor customer feedback and implement strategies to enhance the overall customer experience.

6. *Reporting & Analysis:*

- Prepare and present regular reports on call center performance to senior management.

- Analyze trends and provide insights to inform business decisions.

- Monitor budget and resources to ensure cost-effective operations.

### *Qualifications:*

- *Education:* Bachelors degree in Business Administration, Management, or a related field. A Master's degree is a plus.

- *Experience:*

- Minimum of 8-10 years of experience in call center operations, with at least 5 years in a leadership role.

- Proven track record of managing large teams and delivering results in a high-pressure environment.

- *Skills:*

- Strong leadership and people management skills.

- Excellent communication and interpersonal skills.

- Analytical mindset with the ability to interpret data and make informed decisions.

- Proficiency in call center software and tools.

- Ability to manage multiple priorities and meet deadlines.

Other Requirements:*

- Ability to work flexible hours, including weekends and holidays if needed.

- Strong problem-solving skills and the ability to handle challenging situations.

Compensation:

- Competitive salary and benefits package, commensurate with experience.