DVP Enterprises

Mandapeta, East Godavari

Call Centre Operations Manager Job Responsibilities Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments. Establish a high standard for productivity, quality, and customer service as well as define user guidelines. Develop company systems for customer interaction and voice response and control the implementation process. Manage and improve center performance through performance monitoring, problem resolution, system audits, and qualityassurance measures. Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear jobexpectations. Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and schedulingexpenses. Summarize, collect, and analyze call center trends and data for regular performance reports. Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed. Maintain consistent professional improvement through company-provided workshops, tracking call center trends, andactive participation in team projects.Call Centre Operations Manager Qualifications Bachelors Degree 2 years of managerial experience Customer service experience preferred Motivated self-starter Excellent verbal communication skills 2 years of call center experience required

Quality Analyst ( call Auditing)The key role of call center quality assurance is ensuring that the agents provide quality service in line with theorganizational objectives. Optimized quality assurance increases agentsefficiency through behaviormodification, enhanced quality service to customers and improved close rates. It is important to have a robustquality assurance program, creating a team of analysts and understanding their roles and responsibilitiesQUALITY ANALYST ROLES & RESPONSIBLITIESHere are essential functions and tasks of a quality assurance team:1. Developing Evaluation Programs2. Keeping track of the key industry trends3. Monitoring Customer Interactions4. Calibration Sessions5. Utilization of Technology6. Training and Coaching7. Compliance Monitoring8. Driving Innovation and Optimizing Processes9. Competition Analysis10. Agent Engagement11. Revenue Growth12. Improving Overall Contact Center Efficiency

Call Center Team Leader Role & ResponsibilityCall center team leaders oversee workers who respond to customerinquiries. They work at facilities that receive incoming phone callsand/or electronic messages from people who have concerns about acompanygoods or services. Call center team leaders make sureemployees know how to respond to what is being asked and do so ina manner that puts the company in a good light.Call center team leaders work regular, full-time hours. If their employeroffers evening or weekend customer service, they may be called uponto handle those shifts. Extended hours also are common during theholiday season or other busy periods.TEAM LEADER RESPONSIBILITIESBe in charge of running and managing the call center dailySet targets for all other call center agents to meet up withSchedule and organize shift patterns for other team members to ensure that customers are never leftunattended toUnderstand all organizations products, services, procedures, and guidelines and communicate same toall team membersPrepare forecasts and budgets for the call centerMonitor all calls to ensure that due procedures and quality standards are strictly adhered toFacilitate and organize a training session for all agents and participate in the recruitment of new callcenter agentsConduct regular review of all call center agents'performance and organize training sessions forunderperformersSubmit regular reports to management and seek new ideas and strategies to improve performance atthe centerKeep up with trends and happenings in the industry and ensure adherence to industry standardsEnsure that clients are kept happy and satisfied at all times by providing prompt responses andsolutions to their challenges at all timesEnsure a safe and harmonious working environment for all other team members and delegate duties toall team members.Proven experience as a call center manager or similar positionwith min 2 years of Experience in customer

Graduated high school, but a bachelors degree in commerce or related fields is preferred.Prior experience with customer service/tele-sales and call centersin relevant job roles with at least 1 year experience.Good knowledge of CRM practices and systems.Customer-oriented attitude with professionalism.Strong multitasking, time management, and target achievingskills.Excellent communication and listening skills with good commandof the English language.AGE CRITERIA 21 - 35 yearsCall Centre Representative HIRING REQUIREMENTS