Call Center Head

  • Published date: July 4, 2019
  • Category: Customer Care Executive
    • Location: Delhi, Delhi
  • Jop type:
  • Salary: Rs Not mentioned
  • Company name: firdosh

Job Description

Must have experience in leading the telesales/inside sales team from front.
Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Responsible to look after all Response team / inbound / outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment.q

Job details


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