We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
Key responsibilities:
1. Develop objectives for the call center s day-to-day activities
2. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
3. Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
4. Assume responsibility of budgeting and tracking expenses
5. Hire, coach and provide training to personnel to maintain high customer service standards
6. Monitor and improve ordering, telephone handling and other procedures
7. Evaluate performance with key metrics (accuracy, call-waiting time etc.)
8. Prepare reports for different departments or upper management
1. Proven experience as call center manager or similar position
2. Experience in customer service is required
3. Knowledge of performance evaluation and customer service metrics
4. Solid understanding of reporting and budgeting procedures
5. Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
6. Proficient in MS Office and call center equipment/software programs
7. Outstanding communication and interpersonal skills
8. Excellent organizational and leadership skills with a problem-solving ability
9. Positive and patient
10. High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
11. Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Annual CTC: ₹ 5,00,000 - 8,00,000 /year
Codematics is a software company specializing in identity resolution, helping businesses identify and target their most valuable customers. Using Codematics technology, businesses can see exactly who is visiting their website and track their behavior to boost conversions and sales.
With over 270 million users tracked daily and 1.9 trillion user behaviors logged every day, Codematics has one of the largest Identity Graph in the world using 13 data licensing partners which allows us to identify up to 70% of your website traffic in the US. We also provide consulting services in AI, machine learning, and data insights space.
