As Call Centre Operations Head, you will be directly responsible for daily operations. You will be required to manage all the processes associated, and would have to lead client engagement on the same. You will also be asked to make suggestions for system and process improvement using your knowledge and experience. You have a critical role in overseeing the operations and ensuring the efficiency and effectiveness of the call center.

Key responsibilities and strategies to excel in this role:

·        Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.

·        Establish a high standard for productivity, quality, customer service as well as define user guidelines.

·        Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.

·        Understand and deliver on the client SLAs for all processes under your ambit.

·        Drive team to deliver the monthly targets and achieve the desired results.

·        Summarize, collect and analyse call centre trends and data for regular performance reports.

·        Oversee company’s response management platforms and assist in developing the same keeping in mind changing business environment.

·        Manage profitability of each process and of all the centres through which Astute manages its business.

·        Lead consistent professional improvement of all team members.

Qualifications

·        Bachelor’s Degree

·        10+ years of managerial experience

·        BFSI/Collections experience preferred

·        Motivated self-starter

·        Excellent verbal and written communication skills