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Call Center Manager
Rhysley Private Limited
posted 3mon ago
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Flexible timing
Key skills for the job
Job Description
The Call Center Operations Manager will be responsible for managing and optimizing the daily operations of our remote call center. This role involves overseeing a team of supervisors and customer service representatives, ensuring efficient workflow, and implementing strategies to enhance productivity and service quality. The ideal candidate will possess strong leadership skills, a deep understanding of call center metrics, and the ability to drive continuous improvement in a remote environment.
Key Responsibilities:
- Lead and manage the overall operations of the remote call center.
- Supervise and support a team of call center supervisors and customer service representatives.
- Develop and implement operational policies and procedures to ensure efficiency and compliance with company standards.
- Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Handle escalated customer issues and ensure timely and effective resolution.
- Coordinate with other departments to ensure seamless service delivery and address operational challenges.
- Manage scheduling, staffing, and resource allocation to meet call center demands and service levels.
- Design and deliver training programs to enhance team capabilities and knowledge.
- Utilize call center technology and tools to track performance and generate reports.
- Stay current with industry trends and best practices to continuously improve operations and customer service quality.
Qualifications:
- Proven experience as a Call Center Operations Manager or in a similar leadership role.
- In-depth knowledge of call center operations, metrics, and best practices.
- Excellent leadership, coaching, and team-building skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Proficiency in using call center software and tools.
- Ability to work independently and manage a remote team effectively.
- Strong organizational and multitasking skills.
- Must be friendly with Flexible shifts
Preferred Qualifications:
- Experience managing a remote or virtual call center team.
- Knowledge of BPO regulations and standards.
- Advanced certifications in call center management or customer service.
Technical Requirements:
- Reliable high-speed internet connection (with static IP)
- A dedicated, quiet, and distraction-free workspace at home.
- Desktop / Laptop with a minimum of [i3 processor & 8 GB Ram].
- Headset with microphone for clear communication.
Employment Type: Full Time, Permanent
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What people at Rhysley Private Limited are saying
What Rhysley Private Limited employees are saying about work life
based on 80 employees
Flexible timing
Monday to Saturday
No travel
Day Shift
Rhysley Private Limited Benefits
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Plot No.161, Sector-68, IMT, Faridabad, Haryana - 1210 04, India
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