Purpose of the role The role holder will be required to monitor and oversee the proper functioning of our Call center. He/ she will be required to ensure the center is performing at its best and producing results.
Role & responsibilities
- Manage a team of call center agents which includes managing inbound and outbound calls in a timely manner
- Managing 3rd party agency partners to drive KPIs in line with business goals
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency.
- Assisting other management team members in identifying trends and establishing call center goals.
- Evaluate performance with key metrics (accuracy, TAT, call-waiting time etc.)
- Quality check on call along with regular audits
Preferred candidate profile
- 6-10 Years of experience working as in a BPO with experience of managing a voice contact center team
- Advanced analytical skills and computer software proficiency (e.g. Excel, PowerPoint, etc)
- Excellent Communication Skill
- Experience in Education & Ed-Tech BPO would be a plus