Call Centre Manager

Role & responsibilities

• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Expertise in leading TeleSales (Health/Motor/Life)
• Handling Inbound and Outbound Call centre team
• Setup process and create Call Centre Reports for better analysis of the sales and agent performance.
• Maintain high performance in key metrics: Ensure that the team meets and exceeds key performance indicators such as service levels, abandon ratios, and call answer rates.
• Monitor and manage key process metrics: Track and assess essential metrics such as conversions, login hours, call quality, ACW, Average Call Handle Time (ACHT), and customer complaints.
• Design calling strategies and manage dialer operations: Create and implement effective calling strategies, and oversee dialer operations to maximize team output.
• Plan manpower effectively: Forecast volume and plan manpower accordingly to ensure alignment and efficiency in bucket performance.
• Define KPIs and mentor TLs: Establish key performance indicators (KPIs) and mentor managers to ensure continuous improvement. Conduct periodic performance reviews to identify areas for growth.
• Recommend learning and development initiatives: Propose initiatives to reduce attrition, improve employee engagement, and develop skillsets within the team.
• Distribute targets and monitor performance: Distribute performance targets and review team progress daily/weekly to ensure the targets are met consistently.
• Lead and oversee a team of Team Leaders (TLs) and Quality Analysts (QAs), ensuring performance targets are met and high-quality service is consistently delivered
• Establish & Manage Relationships / Engagement with the Agencies.
• Oversight of team organizes resources, sets goals, call out strategy from Executives and TLs on a day to day basis, reporting responsibilities
• To monitor and document the work schedule of staff and absences.
• Build strong partnership with the call centre agencies by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking daily, weekly and monthly calls with call centre agencies by making them understand the expectations from the Cloudnine business teams and provided updates
• Ensure that all audit-related issues are brought to a close
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• To ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams.
• To be the Key contact for all problems and queries with specific business assigned.
• Take on special projects as per business need
• Action-Oriented, Integrity and Trust, Perseverance
• Command Skills, Problem Solving, Drive for results, Standing along and Directing Others
• Managing & measuring work

Preferred candidate profile

• Must have experience into managing a telesales team of 100-200 people
• Must have experience in handling Salesforce CRM and CTI Integration
• Good demonstration to management and excellent excel and PPT skills.
• Must have on papers experience as a Manager
• Proficiency in team management skills to hold meetings and conduct performance reviews to help employees meet Performance Targets
• Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring
• Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
• Ability to communicate and resolve issues that affect Performance Criteria
• Ability to lead employees on their team to performance of the Performance Criteria Demonstrated language fluency in English and Hindi (Mandatory) other languages are added
  advantages

Note - Interested Candidate can share resume at anshusi@cloudninecare.com