Empric Outsourcing Pvt Ltd

Andheri East, Mumbai

Education: High school diploma or equivalent; Higher degree in a relevant discipline will be appreciatedCertified call center manager or equivalent qualification is a plus.Job Description: Proven Experience as a call center manager or similar position with min 2 years of experience in customer service/tele-sales is requiredKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost- effectiveness, cost-benefit, etc.)Proficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem- solving abilityPositive and patientResponsibilities: Be 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 left unattended toUnderstand all organization's products, services, procedures, and guidelines and communicate same to all 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 call center agentsConduct regular review of all center agents' performance and organize training session for underperformerssubmit regular reports to management and seek new ideas and strategies to improve performance at the 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 and solutions to their challenges at all timesEnsure a safe and harmonious working environment for all other team members and delegate duties to all team members.