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Call Center Manager

4.00 to 9.00 Years   Ahmedabad   12 May, 2022
Open Mind Services Limited
Job LocationAhmedabad
EducationNot Mentioned
SalaryRs 4.0 - 5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)Customer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Job descriptionEssential Skills Required:1. Should understand and know the working of a Hospital/Clinic, schedules of doctors etc.2. Excellent Excel skills to prepare day to day Analytical reports of the call Center.3. Should have good communication skills, both written and verbal. Local language skill of Gujarati is welcome.4. With minimum 1-2 years of Experience in leading a team of over 30 Call Center Agents5. 3-4 years of working experience in aHospital Call Center is Desirable6. Should be a Graduate7. Understanding of Various Telephony softwares, CRMs is requiredSome of the Duties and Responsibilities will include:
    • Reporting to the Regional Head or Process Head. The role includes line responsibility for all third, second-, or first-line contact center teams providing ongoing customer service, and specific service teams as well as the planning and forecasting team.
    • Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
    • Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
    • Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
    • Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
    • Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
    • Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues.
    • Reviewing and clearly defining all contact center roles, any required shift and candidate profiles required across the contact center operation
    • Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
    • Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony and CRM to create a cost-effective operation consistently achieving contact handling SLAs.
    • Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
    • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
    • Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
    Required Skills:
    • Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
    • Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
    • The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
    • Working experience of Excel, PowerPoint, and Analytical platforms is a must.
    • Good communication skills along with good interpersonal skills.
    Job Type:Full-timeCompany Name:Open Mind Services Limited, Gurgaon.Process For: - Apollo International HospitalJob Location:GIDC Bhat Estate, Ahmedabad.Benefits: -
    • Provident Fund
    • Mediclaim Insurance
    • Gratuity
    • Reward and Recognition
    • Leaves and Holidays
    Job Types: Full-time, Permanent

Keyskills :
call center managementcustomer support

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