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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Manager Customer Care International & Domestic Customer Care Manager is in - charge of running complete operations of Syrows Call Center , which includes planning , organising , and managing all operational activities for a mid - sized inbound / outbound Customer Care Center with multiple Client Accounts and Teams. The call center is 24x7 operational. Main Qualities & Responsibilities Should drive improvements in overall service levels , transactional efficiencies , staff and cost management Should track and measure individual productivity , and CSAT Should implement new processes , procedures and technologies as needed Job Description Lead , manage , motivate , and direct call center Staff to meet customer service performance goals Must be able to foster a positive and productive work environment with the ability to build teams Managing best Client relationship by setting up daily and weekly online meetings , personal meeting if needed , and doing timely follow - ups to achieve their expectations Work with subject matter experts to determine best practises and identification of training , correction of existing process documents and training documentation to ensure accuracy in Customer Care Maintain and monitor performance , productivity , attendance and punctuality records , reviews and appraisals for staff Responsible for the supervision , coaching , monitoring , training , and reviewing , disciplining of Staff Prepare daily and weekly reports , and review with Clients Provides input to Directors and Senior management on potential problem areas from the reviewing of reports Continuously evaluate work - flow and identify opportunities for improvement Monitor adherence to quality monitoring goals Ensure adherence to company policies Ensure that all inbound and outbound call center incentives are developed and executed as planned Possess excellent knowledge of manpower planning , recruitment and scheduling in a customer service environment Ability to work in a dynamic fast paced atmosphere Experience with scheduling software & Workforce Management Systems preferred Ability to create , modify and track KRAs & KPIs Proven ability to develop and produce reports from existing systems , analyse them and make informed recommendations Demonstrated ability to interact with peers , senior management and other departments in a professional manner Strong organisational , leadership and interpersonal management skills Possess budgeting and financial planning skills A Bachelors degree is required A Project Management certification is desirable A Call Center certification is added advantage Thorough knowledge of inbound call center operations 3+ years minimum inbound call center management experience preferred Demonstrated communication skills both written and verbal Strong communication , organisational , analytical , documentation , troubleshooting and problem solving skills PC skills including word processing , spreadsheets , presentation graphics and etc Highly proficient in Excel , Word , PowerPoint , Google Drive , Google Docs , and other office products,
Keyskills :
callcenteroperations callcentermanagement subjectmatterexperts callcenter googledocs googledrive customercare servicelevels problemsolving costmanagement planningskills dprocessing clientaccount