Job Purpose:

This position is responsible for leading our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.

Functional Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fi el ded by representatives
•  Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
•  Assisting other management team members in identifying trends and establishing call center goals.
•  Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
•  Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
•  Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Requirements

Education: Should be a Graduate

Experience:  

• Minimum 10+ Years of experience in Contact center
• More education or experience in a Chit Fund Industry/ related Financial Services Industry may be preferred.

Functional Competencies:

• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Analytical and reporting Skills
• Knowledge of management principles and familiarity with company products, services, and policies.

Behavioural Competencies:

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Polite, professional phone voice