He / She is responsible for managing call center operations and make sure that customer service is satisfied to lead & close sales.

Involve & provide management support and decisions carrying outs various tasks and report all activities to him.

Managing People & Retaining team for smooth operation in the call center

Key Responsibilities:

• Oversee and manage Call center agent for achieving set objectives 
• Implement call center Policies, Procedures, Protocol and Work instruction for business Processes, People and culture. 
• Ensure that the client / customer service relationship & support are maintained properly. 
• Ensure work quality of all call center agents for achieving customer satisfaction level. 
• Monitor, prepare and report the performance of all call center agents. 
• Identify non-compliances, report issues of floor related challenges, and formulate solutions for implementation & take disciplinary actions. 
• Involves in management decisions and carry out his/her tasks on time.
• Prepare and review Job description of call agents, conducting job evaluation analysis and updates JDs as per requirements of all functions (Telecoms & Ducts department) roles, responsibility and authority. 
• Review appraisal management system and proposed best tools & technique for implementation
• Set Objectives and KPIs (Key Performance Indicators) for KRAs. (Key Responsibility Areas). 
• Train and manage new Recruited call agent team and future develop for operations 
• Ensure a safe and healthy work environment in the organization.

Qualification: 

• Graduate in IT, Commerce or Science or BBA Equivalent qualification

Experience: 

• 3 to 5 years working experience in call center as a supervisor or floor manager position 
• Experience in Telecom & Ducts campaigns in the international call cent