Job Responsibilities

- Manage and oversee daily call center operations.
- Lead, motivate, and supervise customer service representatives.
- Monitor team performance and ensure achievement of service targets and KPIs.
- Develop and implement strategies to improve customer satisfaction and operational efficiency.
- Handle escalated customer complaints and provide effective resolutions.
- Conduct regular performance reviews, coaching, and training sessions for staff.
- Prepare and analyze reports on call volumes, service levels, customer feedback, and team productivity.
- Ensure compliance with company policies, procedures, and quality standards.
- Coordinate workforce scheduling to maintain adequate staffing levels.
- Collaborate with other departments to resolve customer issues and improve processes.
- Monitor call quality and implement corrective actions when necessary.
- Manage recruitment, onboarding, and retention of call center staff.
- Identify opportunities for process improvements and cost optimization.
- Maintain a positive work workplace that encourages teamwork and employee engagement

📌 Call Center Manager (India)
🏢 ABATE AS
📍 India