Call Center Head - Bhubaneswar / Kolkata

Role & responsibilities

• Responsible for managing the operations seamlessly and timely SLA delivery along with

maintaining high levels of employee and customer satisfaction

• Tele-Sales

• Establish & Manage Relationships / Engagement with the Clients.

• Oversight of team organizes resources, sets  goals, call out strategy from Executives and client

on a day to day basis, reporting responsibilities

• Managing day to day Sales targets (B2C Sales)

• Responsible for following agreed governance model, escalation & communication plan

• To ensure team members achieve agreed standards in relation to their job assignments.

• To ensure training of new staff on the corporate policy rules to be adhered to

• To ensure that the buddy system is put in place to maintain the operation with minimal

disruption in times of annual leave/sick leave/study leave and daily working hour schedules

• To monitor and document work schedule of staff and absences.

•  Build strong partnership with the client by growing and nurturing the existing relationships to

ensure operational cohesion & effective foundation for future growth

• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates

Preferred candidate profile

• Candidate must have experience into managing the end to end call center operations with a team span of 120 to 150 people alogn with the TL's and AM's reporting to him/her.
• Candidate must have experience into sales process(B2C Sales)- telesales channel
• Candidate must have onpapers experience of Manager
• Candidate must be fluent in English & Bengali/Odia(in any one of the regional language)

Perks and benefits

Fix CTC + Best Per Month incentives in the market + Medical insurance and flexi benefits

Interested candidates can share their updates resume at Kirtichauhan@policybazaar.com or can share their resume at 9643560151