Manager-Call Center

Chandigarh University is a leading educational institution committed to providing quality education and excellent services to its students. As part of our continuous efforts to enhance our students experience, we are seeking a highly competent and dynamic individual to join our team as a Manager - Call Center. This role will play a crucial role in ensuring smooth operations and top-notch customer support within our call center department.

Responsibilities:
1. Team Management:
- Supervise and lead a team of call center representatives, ensuring efficient and effective delivery of services to our stakeholders.
- Develop performance objectives, conduct regular performance reviews, and provide feedback to team members for their professional growth.
- Identify training needs and organize skill development sessions to enhance the teams capabilities.

2. Operational Efficiency:
- Oversee daily call center operations and respond to escalated inquiries or issues to ensure prompt resolution.
- Monitor call center metrics, such as call waiting time, call volume, and customer satisfaction, to identify areas for improvement.
- Implement strategies to improve call center efficiency, reduce wait times, and enhance overall customer experience.

3. Quality Assurance:
- Develop and implement call center quality assurance processes to ensure compliance with established standards and best practices.
- Conduct regular audits and quality checks on calls to assess the effectiveness of call center representatives and identify areas for improvement.
- Provide guidance and support in handling customer complaints or challenging situations, ensuring satisfactory resolutions.

4. Technical Support:
- Collaborate with IT teams to ensure proper functioning of call center software, telephony systems, and other equipment.
- Troubleshoot technical issues faced by the call center representatives and provide timely solutions.
- Stay up-to-date with emerging call center technologies and propose innovative solutions to enhance the overall service delivery.

5. Strategy and Reporting:
- Collaborate with the management team to develop and implement strategies aligned with organizational goals.
- Gather data and generate reports on call center performance, employee productivity, and customer satisfaction for analysis and decision-making.
- Provide insights and recommendations to senior management for continuous improvements in call center operations and service delivery.

Qualifications and Skills:
- Bachelors degree in Business Administration or a relevant field. A masters degree would be an added advantage.
- Proven experience of at least 5 years in a managerial role within a call center environment.
- Excellent leadership and team management skills.
- Strong verbal and written communication skills.
- Sound knowledge of call center software, telephony systems, and customer relationship management (CRM) tools.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Exceptional problem-solving and decision-making skills.