Chief Manager - Customer Service

Role: Chief Manager - Customer Service

Job location: Goregaon East

Role Overview:

The Chief Manager of Call Center Management is a senior leadership role responsible for guiding the day-to-day operations of the call center. This includes managing teams, setting strategic goals, driving performance, ensuring high customer satisfaction, and implementing best practices in customer service and technology. The role requires strong leadership skills, the ability to analyze performance metrics, and a focus on continuous improvement.

Key Responsibilities:

- Leadership & Team Management

Lead, mentor, and motivate a team of call center supervisors and agents.

Develop training programs and foster employee engagement to ensure a productive and positive work environment.

Conduct regular performance evaluations and provide feedback for skill development.

- Strategic Planning & Execution:

Define and implement strategies to achieve key performance indicators (KPIs) such as response time, customer satisfaction, and first-call resolution rates.

Analyze performance data and customer feedback to identify areas of improvement.

Develop short- and long-term plans for optimizing call center operations and increasing productivity.

- Customer Service Excellence:

Oversee the delivery of high-quality customer service across multiple channels (phone, email, chat, etc.).

Ensure adherence to customer service standards and handle complex or escalated customer issues when necessary.

Monitor customer satisfaction metrics and implement corrective actions as needed.

- Process Optimization:

Develop and streamline workflows to enhance operational efficiency and reduce costs.

Implement new technologies and tools to improve call center performance (e.g., CRM systems, IVR, AI-powered tools).

- Ensure compliance with all industry regulations and internal policies.

- Budgeting & Resource Management:

Manage the call centers budget, ensuring efficient allocation of resources and cost control.

Forecast staffing needs and ensure optimal resource allocation based on call volume trends.

- Collaboration & Reporting:

Collaborate with other departments, including Ops, IT, and UW to ensure seamless operations.

Report on call center performance to senior management and propose initiatives to achieve business goals.

Key Skills & Qualifications:

Leadership: Proven track record in leading and motivating large teams.

Customer-Focused: Strong commitment to delivering exceptional customer experiences.

Analytical Thinking: Ability to analyze data and make data-driven decisions.

Problem-Solving: Skilled in resolving operational challenges and customer complaints.

Technology Proficiency: Familiar with CRM systems, call center software, and emerging technologies.

Communication: Excellent verbal and written communication skills.

Budget Management: Experience in financial planning and resource allocation.

Education & Experience:

Qualification & Experience

Bachelors degree in Business Administration Management OR equivalent (Master's degree preferred).

8+ years of experience in call center operations, with at least 3 years in a managerial role.