Key Responsibilities:

- Develop objectives for the call centers day-to-day activities.

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

- Assume responsibility of budgeting and tracking expenses.

- Hire, coach and provide training to personnel to maintain high customer service standards.

- 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.

Desired Candidate Profile:

- Proven experience as call center manager or similar position

- Experience in customer service 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

- Excellent organizational and leadership skills with a problem-solving ability

- Positive and patient

📌 Head CRM (Kolkata)
🏢 Parishram Resources
📍 Kolkata