Pringle Technologies Inc Hiring for Call Center Manager Job at Vijayawāda Full Time

Job Summary

To oversee daily operations and personnel aiming for maximum efficiency and better services. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, analyze call center data, and focus on improving performance and processes in an effort to better service to customers.

Responsibilities and Duties

• Responsible for the daily operation of the department
• Maintains and improves call center operations by monitoring process performance and identifying and resolving problems.
• Providing guidance to team members and addressing performance issues if any arise
• Monitor and improve ordering, telephone handling and other procedures
• Managing a team of agents to ensure that customer satisfaction is met or exceeded at all times
• Developing and implementing new processes or procedures to improve efficiency or quality of service
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Evaluate the department health with key metrics (Quality, SLA, Call Abandoned, etc.)
• Developing and implementing training programs for new hires to ensure that they ready on the floor
• Conducting performance reviews to ensure that employees are meeting company standards
• Responsible for maintaining discipline and absenteeism of team on the floor
• Ensure KPIs are met and maintained in line with company-defined objectives.
• Prepares call center performance s by collecting and analyzing call agents’ data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Collect data and statistics at regular intervals (weekly, monthly, and annually) and analyze them to improve performances.

Qualifications:

• High school diploma or equivalent
• Proficient in relevant computer applications
• Required language proficiency knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Minimum 8yrs of experience in a call center/BPO industry
• Good data entry and typing skills

Skills :

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem-solving
• Customer service orientation
• Excellent understanding of technology, software applications, and phone and computer systems
• Financial analysis
• MS Office
• Extensive, accurate product knowledge.

Job Types: Full-time, Regular / Permanent

Pay: ₹40,000.00 – ₹45,000.00 per month

Schedule:

• Night shift
• US shift

Ability to commute/relocate:

• Vijayawada, Andhra Pradesh: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• BPO: 8 years (Preferred)

Speak with the employer
+91 9014427126