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Maintain and improve call center operations from current to 300+ by monitoring system performance; identifying and resolving problems.
Develop and spearhead and ensures implementation of Call Center strategy covering all Outbound process
Responsible for ensuring that customers receive a professional and consistently high quality services in line or above industry standards.
Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
Determines call center strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Actively monitors daily, weekly, fortnightly and monthly performance statistics.
Develop and monitor budgets, in line with current needs and planned activities.
Accountable for integrating the People, Process and Technology for business enhancement.
Lead, inspire & coordinate the call center management team at all levels to create motivated and engaged employees
Support & review Call Center Strategy and planning mechanisms, staying abrest of new practices & technologies.
Ensures development of and reviews Standard Operating Procedures (SOP) and work instructions governing functional activities as needed.
Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance & Customer Surveys.
With the onset of globalization, the need of skilled human resources is felt strongly across... various industrial verticals. Technical ingenuity and distinct business approaches again underlined the importance of identifying and retaining the right candidates at the right positions. With a clear insight into the changing business dynamics and enhanced proficiency in tapping the best talents, Careerist Management Consultants has come to the forefront of human resource management, hence becoming one of India’s top Recruitment Consultants over the years. Read full description