Contact Centre Manager

The Call Center Manager will responsible for overseeing the daily operations of the inbound call centre, ensuring a high level of customer satisfaction, operational efficiency, and achieving performance goals. The role requires strong leadership, operational management, and a deep understanding of call centre processes, including quality control, team management, and reporting.

Key Responsibilities :

• Leadership & Management :
  Lead, motivate, and manage a team of customer service representatives to meet or exceed performance goals.
  Ensure proper staffing levels and optimal resource allocation for smooth operations.
  Conduct regular coaching, training, and performance reviews to improve team performance.
  Develop and maintain a positive, high-performance work culture within the team.
  Resolve complex or escalated customer issues, ensuring timely resolution.
  
• Operational Excellence :
  Oversee the daily operations of the inbound call centre, ensuring that all calls are handled efficiently and effectively.
  Monitor key performance indicators (KPIs), such as average handling time, first call resolution, customer satisfaction scores, and service levels.
  Develop and implement strategies for improving service levels and customer satisfaction.
  Ensure that the team adheres to company policies, processes, and guidelines for customer service.
  
• Quality Assurance & Reporting :
  Establish and enforce call quality standards and regularly evaluate call recordings for compliance and quality.
  Generate and analyze regular performance reports, providing insights on trends, bottlenecks, and areas for improvement.
  Provide detailed reports to senior management on team performance, customer satisfaction, and operational challenges.
  
• Customer Experience Management :
  Develop strategies to enhance the customer experience by optimizing call centre processes and minimizing customer effort.
  Monitor and analyze customer feedback to identify opportunities for service improvement.
  Work closely with other departments to ensure customer issues are addressed effectively.
  
• Budgeting & Cost Management :
  Manage the operational budget for the inbound call centre, ensuring cost-effective operations while maintaining service quality.
  Identify opportunities to reduce costs and improve efficiency without compromising service levels.
  
• Technology & Process Improvement :
  Collaborate with the IT department to ensure that the call centre uses the most effective technologies, including CRM systems and call management software.
  Stay updated on industry trends and best practices in call centre management and customer service.
  Lead initiatives for process improvements, automation, and innovation to enhance operational efficiency.
  
• Compliance & Risk Management :
  Ensure compliance with all regulatory requirements and company policies, including data protection, privacy, and security.
  Manage and mitigate operational risks to the call centre's performance and reputation.
  

Required Skills and Qualifications :

• Bachelor's degree in Business, Management, or a related field (or equivalent experience).
• Minimum 5-7 years of experience in call centre operations, with at least 2-3 years in a leadership role.
• Proven ability to manage and lead a large team in a fast-paced environment.
• Strong understanding of call centre technologies, CRM systems, and performance management tools.
• Exceptional leadership, coaching, and communication skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Strong problem-solving skills and the ability to handle escalated customer issues.
• Ability to work under pressure while maintaining focus on customer satisfaction and operational efficiency.
  

Preferred Qualifications :

• Experience in managing inbound call centre in healthcare Industry
• Certification in call centre management or customer service excellence (e.g., Six Sigma, COPC).
• Familiarity with workforce management systems and scheduling tools.
• Working Conditions : Full-time position
• Ability to work in shifts, including evenings, weekends, or holidays as required.

Contact Person Details:-

Contact Person Name: Ekta Rawat

Contact Number: 8585904929

Thanks & Regards

Ekta Rawat

HR Team

Kailash Healthcare Ltd