Job Description
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Gurugram - Call Centre Manager
Yugn
Gurugram, Haryana
Apply on LinkedIn
Full–time
Profile: Call Centre Manager – India, South Asia, Malaysia Operations
Sector: Hospitality
Profile Description
• Responsible to supervise daily operations & personnel aiming for maximum efficiency and cost effectiveness
• Would be in charge of managing appropriate staffing levels at work to handle members services department including member engagement.
Location: Sector 3+, Gurugram (Work from Office only)
Experience: 4 - 10 yrs.
Salary: Up to 7 lacs CTC
Shift Details: +.30 am to 6.30 pm (Mon-Fri)
Requirements
• Minimum 1 yr. of work experience as Call Centre Manager
• Excellent communication and leadership skills
• Good interpersonal skills with ability to communicate with all levels of employees
• Ability to plan, multi-task and manage time effectively
• Good computer and database skills
• Good team working skills and able to work effectively and contribute in a team
Description
• Managing Call Centre:
• Develop and manage defined KPI for the Call Centre Departments
• Driving higher member satisfaction score from our members
• Setting team and individual targets that are challenging, achievable, measurable and in line with the business requirements
• Monitor, assess and evaluate each departments performance by conducting one on one sessions with the leadership team on a regular basis or when required
• Working with and motivating each department to meet their KPI’s
• Plan staff development for your staff with schedule follow ups
• Responsible for contributing towards revenue generation through supplementary sales and referrals
• Recruitment, Training & Development:
• Manage the ongoing recruitment needs of their department through direction and interaction with the Head – Member Experience South Asia, Malaysia & BSS
• Ensure appropriate training is delivered to each department/staff including the new staff induction for all staff
• Managing retention and turnover in the call centre and taking appropriate action to keep it to acceptable levels
• Main Complexity/Critical Issues:
• Satisfaction score received from the member
• Lead generation through member referrals
• Exceeding member expectation by delivering exemplary services
• Influence renewal rate for the members by servicing them well
Key Interactions
• Internal:
• Develop Interactions with Team leaders, giving feedback on quality of work done and performance delivered
• Interaction with Head – Member Experience to give daily updates about the department.
• Interactions with the MS Pacific staff (location, India) team to keep themselves updated with the ongoing changes related to the product knowledge.
• Work with T & C for grievance of staff or T & C related queries not excluding recruitment needs
• Interaction with the Finance department to resolve staff payroll related queries.
• With an IT team for IT Support and telecom support.
• Work with the training team to manage new/existing staff training across departments
• External:
• Interaction with Australia/New Zealand/India & Malaysia members to manage escalations received to drive member satisfaction
• Interactions with Accor hotels across Asia- Pacific to check on any recent updates at hotels.
• Interaction with Australia/ New Zealand/India & Malaysia Program Managers or Admins to process new sales or any member related concerns
Gurugram - Call Centre Manager
Yugn
Gurugram, Haryana
Apply on LinkedIn
Full–time
Profile: Call Centre Manager – India, South Asia, Malaysia Operations
Sector: Hospitality
Profile Description
• Responsible to supervise daily operations & personnel aiming for maximum efficiency and cost effectiveness
• Would be in charge of managing appropriate staffing levels at work to handle members services department including member engagement.
Location: Sector 3+, Gurugram (Work from Office only)
Experience: 4 - 10 yrs.
Salary: Up to 7 lacs CTC
Shift Details: +.30 am to 6.30 pm (Mon-Fri)
Requirements
• Minimum 1 yr. of work experience as Call Centre Manager
• Excellent communication and leadership skills
• Good interpersonal skills with ability to communicate with all levels of employees
• Ability to plan, multi-task and manage time effectively
• Good computer and database skills
• Good team working skills and able to work effectively and contribute in a team
Description
• Managing Call Centre:
• Develop and manage defined KPI for the Call Centre Departments
• Driving higher member satisfaction score from our members
• Setting team and individual targets that are challenging, achievable, measurable and in line with the business requirements
• Monitor, assess and evaluate each departments performance by conducting one on one sessions with the leadership team on a regular basis or when required
• Working with and motivating each department to meet their KPI’s
• Plan staff development for your staff with schedule follow ups
• Responsible for contributing towards revenue generation through supplementary sales and referrals
• Recruitment, Training & Development:
• Manage the ongoing recruitment needs of their department through direction and interaction with the Head – Member Experience South Asia, Malaysia & BSS
• Ensure appropriate training is delivered to each department/staff including the new staff induction for all staff
• Managing retention and turnover in the call centre and taking appropriate action to keep it to acceptable levels
• Main Complexity/Critical Issues:
• Satisfaction score received from the member
• Lead generation through member referrals
• Exceeding member expectation by delivering exemplary services
• Influence renewal rate for the members by servicing them well
Key Interactions
• Internal:
• Develop Interactions with Team leaders, giving feedback on quality of work done and performance delivered
• Interaction with Head – Member Experience to give daily updates about the department.
• Interactions with the MS Pacific staff (location, India) team to keep themselves updated with the ongoing changes related to the product knowledge.
• Work with T & C for grievance of staff or T & C related queries not excluding recruitment needs
• Interaction with the Finance department to resolve staff payroll related queries.
• With an IT team for IT Support and telecom support.
• Work with the training team to manage new/existing staff training across departments
• External:
• Interaction with Australia/New Zealand/India & Malaysia members to manage escalations received to drive member satisfaction
• Interactions with Accor hotels across Asia- Pacific to check on any recent updates at hotels.
• Interaction with Australia/ New Zealand/India & Malaysia Program Managers or Admins to process new sales or any member related concerns
💡 Quick Summary
Seeking a career-building opportunity? The Call Centre Manager position is now open for candidates interested in the BPO Jobs sector. This role in Gurugram offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
