Call Center Operations Manager

Bajaj Auto has been a pioneer in developing powerful, sustainable, and affordable vehicles for over 75 years now. In late, 2019, we started the Urbanite business, as a result of which we were able to launch an EV avatar of our popular, flagship market leader - Chetak. With endless advancement opportunities and an intent to differentiate ourselves in the electric vehicle marketplace, we were focused on developing a specialized talent pool, capable of rolling-out, the first 100% in-house built vehicle, while establishing a fully owned and managed, subsidiary, called Chetak Technology Limited.

Job Title:

Call Centre Operations, Chetak Technologies
Work Location :
Pune, Akurdi, India
Qualification:

B.Tech/

B.E

Experience:

5 to 9 years
Job

Roles & Responsibilities

Job Description

– Manager, Call Centre Operations

As the Call Centre Manager, you will be primarily responsible for planning, implementing strategies and managing daily operations to drive efficiency and performance of a call centre.
Establish a high standard for productivity, quality and service to ensure superior experience to the customers.
Manage and improve performance through monitoring, problem resolution, system audits and quality assurance measures.
Responsibility to improve the call centre’s operational and performance KPIs.
To take new initiative and implement innovative ideas for betterment of call centre operations by identifying bottlenecks, areas of improvements and offering right solutions.
Regularly train and empower call centre executives with required tools, systems, and material to improve customer experience and achieve performance KPIs.
Monitor, review and create standard operating procedures, as required, to ensure quick resolution of the customer queries, complaints, feedback, or suggestions.
Summarize, collect, and analyse call centre trends and data for regular performance reports, insights to improve the productivity and performance.
Engage with cross functional teams for process improvement using your knowledge of daily and on ground operations.

Requirements and skills

Experience:

At least 5-9 years of experience leading b2c call centre operations

Education:

Graduation / Post-Graduation
A team player with experience of working with a cross functional teams in large organisations
Knowledge of reporting standards, performance evaluation and customer service metrics
Proficient in MS Office and call centre equipment/software platforms
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability