Dhruv Research - Manager - Call Centre Operations (4-8 yrs)

About Us:

Dhruv Research is India's first multimodal market research firm. It is led by alumnis from top educational and professional organisations with the ambition to become the leader in the space in India. The organisation aims to disrupt the space through statistical and technological advancements in the existing data collection methods. Dhruv Research aims to build sophisticated prediction systems across sectors such as elections, politics, governance, sports and science.

Roles and Responsibilities:

- Project Management Across Call Centre Operations

- Oversee all areas of project management in inbound and outbound call centre processes.

- Ensure seamless execution of quality processes, HR management, and billing calculations.

- Develop and implement process automation for different phases of call centre operations to enhance efficiency and productivity.

- Vendor Management and Cost Optimization

- Identify, evaluate, and onboard reliable vendors to support call centre operations.

- Build and maintain strong relationships with vendors to ensure consistent quality and service.

- Implement cost-saving strategies and optimize operational expenses without compromising service quality.

- Data-Driven Training and Feedback Processes

- Design and execute data-driven training modules tailored to agent performance gaps and requirements.

- Develop a feedback mechanism supported by performance metrics to continuously upskill agents, team leaders (TLs), and quality analysts (QAs).

- Audit Metrics and Political Insights

- Continuously evolve audit metrics to enhance call centre operations and align with organizational objectives.

- Derive actionable political insights from audited data to support strategic decision-making processes.

- KPI Analysis and Dashboard Management

- Review and analyze key performance indicators (KPIs) of agents, TLs, and QAs for operational and quality parameters.

- Prepare and maintain scoring dashboards for effective performance monitoring and strategic improvements.

- End-to-End Call Centre Operations Management

- Manage the entire floor operations of CATI (Computer Assisted Telephonic Interviewing) processes.

- Allocate daily tasks, manage logins, attendance, and leave schedules.

- Conduct daily briefings and oversee dialer operations to ensure smooth workflow.

- Performance Feedback and Team Training

- Conduct performance evaluations for agents and provide constructive feedback.

- Regularly train team members to address identified gaps and improve service quality.

- Mentor and analyze the performance of team leaders and quality analysts to build leadership capabilities.

- CRM and System Coordination

- Coordinate the preparation and testing of CRM systems to ensure functional and user-friendly platforms.

- Monitor system functionality and suggest enhancements as needed.

- Audits and Quality Monitoring

- Conduct regular audits based on predefined quality parameters.

- Monitor random calls and prepare reports to identify areas of improvement and implement corrective actions.

- Performance Monitoring and Reporting

- Prepare comprehensive MIS reports covering all operational and quality verticals.

- Generate and analyze daily reports on agent performance, efficiency, and compliance metrics.

- Escalation Management and Liaison

- Handle escalations and resolve issues by coordinating with managers, agents, and external parties.

- Ensure timely resolution of challenges to maintain smooth operations and client satisfaction.

- Advanced Excel Proficiency

- Utilize advanced Excel skills for data analysis, reporting, and decision-making support.

- Performance and Productivity Targets

- Set and achieve performance targets related to speed, efficiency, and quality.

- Continuously monitor and improve operational processes to meet organizational goals.

Candidate Requirements:

- Work experience of 4 years in handling entire call centre operations (inbound and outbound)

- Preferable to have experiences in target based processes

- Prior experience in handling CRM, report generation and preparation

- Proficiency in Excel is a must

- Experience in CATI/telephonic market surveys will be preferred

- Should be willing to travel across different geographies