Here you go! You Are applying for the position of
'Customer Service'


Call Centre Manager

Location -Mumbai

About Scootsy

Scootsy is a premium, one-stop delivery platform for just about anything a consumer needs. We have a curation of the best of the city's restaurants and bakeries. Scootsy fulfills a variety of categories ranging from gifts, electronics, food stores, beauty, skin-care, accessories, organic produce, and much more.  In an era where time is of essence and importance, Scootsy understands that people are moving towards convenience at their doorstep with an assurance of both a quality product and service and we strive towards providing the same

About Role:

We are looking for a skilled Manager – Call Centre to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

He/She must be an organized, reliable and results-driven professional. He/She must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call centre manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

 

Experience – Min 3 years

Education – Any Grauduate

CTC –  Open to Discuss

Industry Experience – BPO/Call centre

 

Responsibilities:

Job responsibilities: -

Responsible for smooth and efficient day-to-operations within their team-

The two objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team. -

Implements the resource deployment (Team size, span, shift utilization, skill sets, and technology roll out) and ongoing monitoring for the specific process in order to ensure budget and pricing assumptions are compliant. -

Identifies training needs for champions and ensures training implementation for the specific process in order to ensure competency development across domain –

operation and behavioural-

Prepares / Sign off on the KRA / deliverable of the team in order to meet the operational objectives of the team-

Monitors daily dashboard / daily huddles / weekly SLA review with the team. -

Provides guidance and support to the team to ensure delivery predictability-

Implement career development and succession plan for the direct reports and team members in order to ensure sustainable employee engagement and motivation within the team-

 

 

Requirements :

• Proven experience as call centre manager or similar position

·         Should be a peoples manager

• 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 centre 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 Centre Manager (e.g. CCCM) or equivalent qualification is a plus

 

 

 

Leave your details here & we will get back to you soon

Total years of experience

Only .doc, .docx, .rtf & .pdf files are accepted