Develop objectives for the call centers day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Assume responsibility of budgeting and tracking expenses
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement.
Hire, coach and provide training to personnel to maintain high customer service standards
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Job related qualification and experience:
Proven experience as call center manager or similar position
Experience in ETS is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Experience in working in call center environment specially in Travel Domain
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist. Read full description