Call Center Head |5|15 yrs|

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Call Center Head (5-15 yrs)

S

Scrabble

Mumbai, Maharashtra

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20 days ago

Full–time

Requirements: -

- 7+ years of experience in managing the call center team

- Someone who can implement the best tools and technologies that enhance productivity for the team.

- Someone who can track and analyze key performance indicators.

- Strategizing cross-sell and up-sell conversion with the team.

- Managed a team of 40+ folks

KPIS: -

Strategy & Management: Set operational strategies and ensure smooth operation.

Team Leadership: Lead and coach a team of agents and managers, promoting high performance.

Operational Efficiency: Monitor and implement efficient processes.

Quality Assurance: Maintain quality standards and address issues.

Reporting: Track KPIs and provide reports to management.

Customer Experience: Address escalated issues and improve overall experience.

Resource Management: Oversee recruitment, training, and budget.

Technology: Evaluate and implement call center tools and tech.

Compliance: Ensure activities meet legal and industry standards