Gurugram - Call Centre Manager

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Gurugram - Call Centre Manager

Yugn
Gurugram, Haryana
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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 39, Gurugram (Work from Office only)

Experience: 4 - 10 yrs.

Salary: Up to 7 lacs CTC

Shift Details: 9.30 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