Team Leadership: Recruit, onboard, train, and mentor call center agents and supervisors.Performance Management: Set goals, conduct regular performance evaluations, and coach staff on best practices.Data & Analytics: Track and analyze key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.Operational Efficiency: Optimize call center operations, manage shift schedules, and ensure sufficient coverage during peak hours.Escalations & Quality Assurance: Handle complex customer complaints and regularly audit calls to ensure compliance with company policies and industry regulations.Budgeting & Reporting: Prepare budgets for personnel and equipment, and present performance reports to upper management.
Pay: ₹18,000.00 - ₹21,000.00 per month
Work Location: In person
