Head of Call Center | BPO Job Vacancy-| Customer Service Voice Process BPO Call Centre

By | August 6, 2022
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Job Title: Customer Service Voice Process BPO Call Centre

Pay Package/Salary: 25,000 – 10,000 per month

Work Exp: 0-3 years

Organization Name: Coppergate Consultants Private Limited

Job Location: New Delhi, Delhi

Qualification Required: 10th, 12th, Graduation or Any

Language: English/Hindi

Job info:

• Basic Qualifications:
• Graduate (preferred BCOM, BBA, BTECH, BSc.)
• Proven experience of 5+ years in large scale team management preferably as a call center team lead, manager or similar position
• Develop objectives for the call center’s day-to-day activities with a focus on maximizing resource productivity
• Ability to evaluate call center performance
• Detailed understanding of reporting and budgeting procedures
• Proficient in MS Office and call center equipment/software programs
• Excellent organizational and leadership skills with a problem-solving ability
• Preferred Qualifications:
• Masters in any field
• Startup experience
• Experience in Outbound Sales
• Innovative thinker to drive out of box sales ideas
• Responsibilities:
• Set up end to end call center infrastructure to support large scale operations
• Evaluate the performance of call center including resource planning and resource efficiency
• Collect, analyze and present weekly call-center statistics (accuracy call-waiting time sales rates, costs, customer service metrics etc.) to the management team
• Identify and take action against the non-performers
• Set overall processes to drive large scale efficiencies
• Be a mentor as well as a leader to the larger team to meet sales targets as well as Customer NPS and Employee NPS
• Liaise and lead relationships with external partners involved in the day to day operations of the call center (e.g. Servetel)
• Prepare multiple reports to meet different objectives and also forecasts sales trends

Salary upto 12lpa

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