Call Center Manager / Contact Center Manager
- Marg
- 8 - 12 Years
- Hyderabad
- 3 years ago
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Job Description
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 fielded 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.
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.
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.
Behavioral 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
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Polite, professional phone voice
Employement Category:
Employement Type: Full timeIndustry: BankingFunctional Area: Customer ServiceRole Category: Customer Service Executive (Voice)Role/Responsibilies: Call Center Manager / Contact Center ManagerContact Details:
Company: Margadarsi Chit FundLocation(s): Hyderabad+ View Contact
Fraud Alert to job seekers!
₹ 500000 - 600000
Marg
Margadarsi Chit Fund Pvt. Ltd. is a pioneer in Chit Fund business in Telangana and Andhra Pradesh. Founded by Sri. Ch. Ramoji Rao, Margadarsi made a humble beginning and started its operations in October 1962 with two employees. The Managing Director is Mrs. Ch. Sailaja Kiron. The Corporate office i...
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