Hiring for: VOIZ

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Description

Location: Remote

Department: Operations

Role Overview: We are seeking an experienced and dynamic candidate to join our Operations team. The successful candidate will assist in managing the daily operations of the call centre, ensuring high levels of customer satisfaction, operational efficiency, and team performance.

Key Responsibilities:

1. Operational Management:

• Oversee day-to-day operations of the call centre to ensure smooth functioning.
• Monitor call centre metrics and KPIs, such as call volume, response time, and customer satisfaction scores.
• Implement strategies to improve operational efficiency and effectiveness.

1. Team Leadership:

• Lead, coach, and develop a team of call centre agents to meet performance goals.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive and motivating work environment.

1. Customer Service:

• Ensure high-quality customer service is delivered consistently.
• Handle escalated customer inquiries and complaints effectively.
• Develop and implement customer service improvement plans.

1. Process Improvement:

• Identify areas for process improvement and implement changes.
• Work with other departments to streamline workflows and enhance service delivery.
• Stay updated on industry trends and best practices.

1. Reporting and Analysis:

• Prepare and present regular reports on call centre performance to senior management.
• Analyze data to identify trends, issues, and opportunities for improvement.
• Make data-driven decisions to enhance call centre operations.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in call centre operations, with at least 1 year in a supervisory role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proficiency in call centre software and CRM systems.
• Ability to analyze data and make informed decisions.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications:

• Experience in the Call centre/ BPO industry
• Certification in call centre management or customer service.

Process

Executive Assistance

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Process

Ongoing

Language

Pay Out

Remuneration : NA

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Days of the week

Works Slots

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Expertise Level