We are seeking a skilled Call Center Manager to oversee the daily operations and personnel, with the goal of maximizing efficiency and cost-effectiveness. In this role, you will ensure that technology is utilized to the fullest extent and that the staff are well-organized and productive.
Key responsibilities:
1. Develop objectives and goals for the day-to-day activities of the call center.
2. Conduct effective resource planning to optimize the productivity of both human and technological resources.
3. Collect and analyze key call center statistics, such as sales rates, costs, and customer service metrics.
4. Manage the call center's budget and track expenses to maintain financial accountability.
5. Hire, coach, and provide training to personnel to uphold high standards of customer service.
6. Monitor and continuously improve ordering, telephone handling, and other operational procedures.
7. Evaluate team and individual performance using critical metrics like accuracy and call-waiting time.
8. Prepare comprehensive reports for various departments and upper management to provide insights on call center operations and performance.
1. Demonstrated experience as a call center manager or in a similar capacity.
2. Customer service background is a must.
3. Familiarity with performance assessment and customer service metrics.
Sound grasp of reporting and budgeting processes.
4. Proficiency in basic financial analysis, including assessing cost-effectiveness and cost-benefit.
5. Skilled in using MS Office and call center software/equipment.
6. Exceptional communication and interpersonal abilities.
7. Strong organizational and leadership skills with a knack for problem-solving.
8. Positive and patient attitude.
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.
