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DGM Call Center

15.00 to 24.00 Years   Noida   23 Sep, 2020
Kent Ro Systems
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryConsumer Durables / Electronics
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

  • Must have managed a process of at-least 150 agents
  • Must be heading a call center operations preferably with sales
  • Business-minded person with excellent analytical skills and focus on driving sales and lead generation
  • Ensure that the day-to-day operations of the process are running smoothly in accordance with prescribed requirements and as per the policies and same has been are adhered by the team members
  • Ensure that established SLAs and KPIs for the process are achieved monthly.
  • Responsible for developing processes to ensure the achievement of metric goals.
  • Develop the KPIs for Team Leaders, Trainers and Agents, and ensure action plans are consistently followed for staff who do not meet performance targets.
  • To actively participate in providing feedback (positive and negative) in regards to policies, processes and customer feedback on a regular basis to ensure relevancy and customer-focused
  • Provide monthly reports and any other reports that may be required to the Service Delivery team
  • Establish and maintain a friendly, fun and high team-spirited environment promoting a high-level of customer-centricity.
  • Conduct regular audit of operations
,

Keyskills :
call center operationsmonthly reportsservice deliveryanalytical skillsslassalesrunningoperationsanalyticalperformanceACDWorkforce ManagementCTICall Center DevelopmentIEXIVRAvaya ProductsCOPCCall Loggingcall center

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