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Call Center - Asst Manager

Keywords / Skills : Call Center - Asst Manager, Assistant Manager, Customer Service, Customer Support, Customer Care, customer service policies, Recording statistics, forecasting, Data Analysis

5 - 10 years
Posted: 2019-07-02

Customer Service/Call Centre/BPO
Other Customer Service/ Call Center
Posted On
2nd Jul 2019
Job Ref code
Job Description
Job Description:

• Managing the call centre in Cochin and other locations.

• To develop and update customer service policies and procedures within the company rules and regulations.

• Managing and monitoring with supervisors, team leaders, executives and sub agents to provide support and resolve issues

• Maintaining up-to-date knowledge of industry developments and involvement in networks

• Monitoring random calls to improve quality, minimize errors and track operative performance

• Build and maintain a positive working environment that attracts and retains high quality staff

• Reviewing the performance of staff, identifying training needs and provide training sessions.

• Recording statistics, user rates and the performance levels of the centre and preparing reports

• Handling the most complex customer complaints or enquiries

• Organising staffing, including shift patterns and the number of staff required to meet demand

• Training, motivating and retaining staff.

• Forecasting and analysing data against budget figures on a weekly/monthly basis.

• Should be fluent in English, Hindi. Knowledge of other languages will be an added advantage

Skill Set:

• Experienced in Call Center handling Financial Services,
• Strong skills in forming new policies and procedures, keep up with new customer requirements.
• Excellent interpersonal skills, and listening skills and the ability to communicate with a wide range of people.
• Strong customer service ethic
• Manage and motivate the team.
• Adaptable to a range of activities in any given day
• Flexible working, including potential evenings holidays and weekends.
• Minimum Five year experience in call Centre managing a team.

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