Center Head

Role & responsibilities

• Lead and manage the outbound call centre team including performance evaluation.
• oversee the daily operations of the call centre, ensuring efficient performance and achieving operational targets.
• This role involves managing a team of agents, implementing strategies to improve efficiency, and maintaining high levels of productivity.
• Develop and implement strategies to achieve sales targets and improve performance.
• Monitor and analyse call centre metrics to identify areas for improvement.
• Ensure compliance with company policies and defined processes.
• Foster a positive and productive work environment.
• Collaborate with other departments to align call centre operations with overall business goals.
• Manage budgets and resources effectively to achieve operational efficiency
• Analyse input data parameters on daily basis for increasing productivity

Competencies / skills required:

Proven experience in a leadership role within a call centre environment.

• Strong understanding of outbound call centre operations and sales processes.
• Excellent communication and interpersonal skills.
• Ability to motivate and inspire a team to achieve targets.
• Strong analytical and problem-solving skills.
• Bachelors degree in business administration, Management, or a related field (preferred)

Experience & Desired Qualifications required:

• Minimum 8/10 years of experience in similar role. Experience in outbound process is a must.
• Work experience in industries: Hospitality, Travel/ Hotel/ Tourism, Insurance and BFSI Telesales is preferred.

Please share CV at josphine.veronikaj099@mahindraholidays.com