Head - Call Center Operations - Automobile Sector (3-5 yrs)

About the Role :

- We are seeking a dynamic and results-oriented Head of Call Center to lead and manage our customer service team in the exciting and challenging automobile sector.

- The ideal candidate will be a passionate customer advocate with a proven track record of success in managing high-performing call center teams.

- This is a hands-on role that requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices within the automotive industry.

Key Responsibilities:

Team Leadership & Management:

- Lead, manage, and motivate a high-performing team of call center agents.

- Foster a positive and engaging team environment that promotes employee growth and development.

- Conduct regular team meetings, provide feedback, and address employee concerns.

Operational Excellence:

- Oversee all aspects of call center operations, ensuring smooth and efficient daily operations.

- Develop and implement strategies to improve call center performance, including call handling times, first call resolution rates, and customer satisfaction scores.

- Monitor key performance indicators (KPIs) and identify areas for improvement.

- Ensure compliance with all relevant industry regulations and company policies.

Customer Service:

- Handle escalated customer issues and complaints professionally and effectively.

- Develop and implement strategies to enhance customer satisfaction and loyalty.

- Proactively identify and address customer concerns and trends.

Quality Assurance:

- Conduct regular quality assurance audits to ensure adherence to service standards and best practices.

- Analyze customer feedback and identify areas for improvement in service delivery.

Team Development:

- Conduct regular training sessions to enhance the skills and knowledge of call center agents.

- Identify and develop high-potential team members for future leadership roles.

Collaboration & Communication:

- Collaborate effectively with other departments, such as sales, marketing, and technical support, to ensure seamless customer service delivery.

- Maintain open and effective communication with all stakeholders.

Required Skills & Qualifications:

- Experience: 3-5 years of proven experience in call center management within the automobile industry.

Technical Expertise:

- Strong understanding of call center technologies, including CRM systems, telephony systems, and other relevant software.

- Proficiency in using data analysis tools to track key performance indicators and identify trends.

Leadership & Management:

- Proven leadership skills with the ability to motivate, inspire, and develop a high-performing team.

- Excellent communication and interpersonal skills, both written and verbal.

- Strong problem-solving and decision-making abilities.

Customer Focus:

- Passionate about providing exceptional customer service.

- Strong customer empathy and the ability to build strong customer relationships.

Performance Management:

- Ability to set clear goals, track performance, and provide constructive feedback to team members.

- Experience with performance management processes and tools.

Location: Kanpur, India (Office-based role)