Sr. Manager Call Centre

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Sr. Manager Call Centre
C
CSHRS
Kolkata, West Bengal
Apply directly on Glassdoor
6 days ago
₹18L–₹20L a year
Full–time
AGM CALL CENTER ( Kolkata)

14 Years Max Experience 18 Years

Notice Period= Max 15 days

Total Budget (₹18L - ₹20L) Location-Kolkata

job details
• To look after entire 300 seats outbound call Centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Minimum Education- BA / B Com / B Sc/MBA

35 years - 48 Years

Gender Male / Female

Industry Exposure Required

Hands on expr in domestic out-bound sales process

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Experience in Outbound call center sales process – 6 – 8 yrs. Min number of agents handled: 600+

Functional Reporting

VP Customer service/call centre and quality assistance

Administrative Reporting

VP Customer service/call centre and quality assistance

IT Knowledge/ Other Competencies

MS Office, Fidelio/ Opera

Should be able to handle the team of 200 to 300.

Job Types: Full-time, Regular / Permanent

Salary: ₹1,800,000.00 - ₹2,000,000.00 per year

Benefits:
• Cell phone reimbursement
• Health insurance

Schedule:
• Day shift
• Flexible shift

Ability to commute/relocate:
• Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
• Do you have Experience in Outbound call Centre sales process 6 – 8 yrs. Min number of agents handled: 600+

Experience:
• Technical support: 10 years (Preferred)

Speak with the employer
+91 9922468501