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Chat Process & Mail Process WFH

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Vadodara

AI generated summary

  • You need call center management experience, customer service knowledge, strong communication skills, financial analysis ability, proficiency in MS Office, and a high school diploma or higher.
  • You will plan daily activities, optimize resource use, analyze statistics, manage budgets, train staff, monitor procedures, evaluate performance, and prepare reports for management.

Requirements

  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Responsibilities

  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
  • Prepare reports for different departments or upper management

FAQs

What is the main responsibility of the Call Center Manager?

The main responsibility is to supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness in the call center.

What qualifications are needed for the Call Center Manager position?

A high school diploma or equivalent is required, and a higher degree in a relevant discipline is appreciated. Additionally, experience as a call center manager or in a similar position and customer service experience is necessary.

Is prior management experience required for this role?

Yes, proven experience as a call center manager or in a similar position is required.

Are there any specific skills needed for this job?

Yes, outstanding communication and interpersonal skills, excellent organizational and leadership skills, a solid understanding of performance evaluation and customer service metrics, and proficiency in MS Office and call center software are essential.

How important is customer service in this role?

Customer service is crucial; maintaining high customer service standards is one of the key responsibilities of the Call Center Manager.

What type of training will be provided for new hires?

The Call Center Manager will hire, coach, and provide training to personnel to maintain high customer service standards.

What metrics will be monitored in this position?

Key metrics such as accuracy, call-waiting time, sales rates, and customer service metrics will be evaluated.

Is a certification required for this role?

While certification is not mandatory, having a Certified Call Center Manager (CCCM) or equivalent qualification is considered a plus.

Will the Call Center Manager be responsible for budgeting?

Yes, the Call Center Manager will assume responsibility for budgeting and tracking expenses.

Can someone in this role work entirely remotely?

The position supports remote work, but it may be in a hybrid format depending on company policy.

Enhancing India's Power Security

Energy
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

Adani Power (APL), a part of the diversified Adani Group, is the largest private thermal power producer in India. The company has an installed thermal power capacity of 12,410 MW spread across six power plants in Gujarat, Maharashtra, Karnataka, Rajasthan and Chhattisgarh, apart from a 40 MW solar power plant in Gujarat. With the help of a world-class team of experts in every field of power, Adani Power is on course to achieve its growth potential. The company is harnessing technology and innovation to transform India into a power-surplus nation, and provide quality and affordable electricity for all.