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-advantage 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 (India)
🏢 Parishram Resources
📍 India