Call Center - Asst Manager

Job Description :

• To develop and update customer service policies and procedures within the company rules and regulations.• Managing and monitoring with supervisors, team leaders, executives and sub agents to provide support and resolve issues;• Maintaining up-to-date knowledge of industry developments and involvement in networks;• Monitoring random calls to improve quality, minimize errors and track operative performance;• Build and maintain a positive working environment that attracts and retains high quality staff• Reviewing the performance of staff, identifying training needs and provide training sessions.• Recording statistics, user rates and the performance levels of the centre and preparing reports;• Handling the most complex customer complaints or enquiries;• Organising staffing, including shift patterns and the number of staff required to meet demand;• Training, motivating and retaining staff.• Forecasting and analysing data against budget figures on a weekly/monthly basis.• Should be fluent in English, Hindi. Knowledge of other languages will be an added advantage

Skill set

• Experienced in Call Center handling Financial Services,• Strong skills in forming new policies and procedures, keep up with new customer requirements.• Excellent interpersonal skills, and listening skills and the ability to communicate with a wide range of people.• Strong customer service ethic• Manage and motivate the team.• Adaptable to a range of activities in any given day• Flexible working, including potential evenings holidays and weekends.• Minimum Five year experience in call Centre managing a team.