Manager - Call Centre

Basic Job Information
Job Title : Manager - Call Centre
Location : Mumbai
Duties and Responsibility
Responsible to achieve the monthly / quarterly / annual SLA/ targets of Contact centre
Ensure high level of service skills is maintained
Track product availability, coordinate with PMT team to resolve issues and effect successful closure of holiday bookings
Coordinate with Branch service teams in satisfactory documentation procedure & Visa processing of booked customers
Ensure satisfactory customer enquiry handling & achieve set conversion % in coordination with sales outlets
Propose & implement new business development ideas using contact centre & online capabilities
Record & forward complaints, compliments and Comments received from customer to the Head B2C.
Ensure that the process delivers and exceeds client and internal key targets and performance benchmarks
Formulate monthly and weekly goals for the team. Conduct weekly review meetings to assess performance levels and any course corrections
Reduce the Average Handling Time on agent calls (AHT) to improve performance. Verify the standards with the SLA and provide feedback to the team
Maintain upto date records of leads forwarded to the branch. Make periodical follow-ups with branch and customer and ensure smooth completion of all travel procedures
Effective MIS generation on production, quality, efficiency and schedule adherence
Work closely with training department & to train the teams & develop on soft and technical skills
Effectively comply with and consistently follow the procedures as laid down in the SOP
Work Experience
Minimum 8 years of experience in Customer Service Industry & atleast 3 year in the capacity of a Manager handling a team
Educational Qualification
Graduate in any discipline
Expert Knowledge
Excellent interpersonal, communication skills & Listening skills
Understanding of the customer and the market
Problem - solving skills