Job Details
Skills And Tools:
Job Description
- Responsibilities
*Manage Client relation and provide Utmost solutions
* Develop and implement strategies to improve call center efficiency, reduce call handling time, and increase first-call resolution rates.
* Analyze call center data and metrics to identify trends, areas for improvement, and opportunities for optimization.
* Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.
* Manage employee performance, including performance reviews, disciplinary actions, and rewards.
* Develop and implement customer service strategies to enhance the overall customer experience.
* Monitor customer satisfaction levels and address customer complaints promptly and effectively.
* Develop and manage the call center budget, including forecasting expenses and revenue.
* Monitor call center costs and identify opportunities for cost reduction.
* Ensure that the call center is operating within budget.
Job Requirements
- Qualifications
* Bachelor's degree in business administration, management, or a related field.
* Minimum 5 years of experience in call center operations.
*Minimum 4 years as Operations Manager
*Off shore operations back ground is a plus
* Excellent leadership, communication, and interpersonal skills.
* Strong analytical and problem-solving skills.