CALL CENTER MANAGER - PL

CALL CENTER MANAGER - PL

Muthoot finance
6-8 years
Not Specified

Job Description


Job Description :
Job Description:
    - Manage day to-day operations and meet required service level and standards
    - Performance review - prepare metrics and MIS . Track reports on associates/callers performance
    - Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused associates.
    - Operational Management, managing the floor, ownership and problem resolution. Coaching and feedback, motivating, training and development of staff
    - Receive target, monitor performance and update management on the state and progress
    - Conduct surprise checks/audit and ensure Compliance.
    - Training on process and call quality monitoring.
    - Continuous improvement initiatives and other process Transformations
    - Coordination with Pick-up agencies for smooth conversion of pick-up
    - Reporting on the daily update on call centre operations
    - Highlight issues on call centre activities wherever required

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