Center Head

Position: Center Head (Call Center Operation)
Location: Vasai East
Budget: best in the industry
Reporting: Co-founder & COO

Job Overview:
The Operations Head is responsible for managing and overseeing all call center operations, including staff performance, operational efficiency, and quality assurance. This role involves developing strategies to enhance productivity and customer satisfaction while reducing costs and ensuring the call center meets its targets and objectives.

Key Responsibilities:

1. Operational Management: Oversee daily operations of the call center, ensuring efficiency, quality, service, and cost-effective management of resources.
2. Team Leadership: Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setting clear goals, managing performance, and developing staff skills.
3. Performance Monitoring: Monitor call center KPIs (Key Performance Indicators), such as customer satisfaction, average handling time (AHT), and service level agreements (SLAs), to ensure high-quality service.
4. Process Improvement: Identify and implement strategies to improve productivity, operational efficiency, and customer service. Regularly review and revise processes to adapt to changes in the business environment.
5. Staff Training & Development: Arrange for appropriate training sessions for call center staff to improve their knowledge and skills. Foster a culture of learning and continuous improvement.
6. Reporting: Prepare reports on call center performance and data analysis for management. Use data to make informed decisions.
7. Technology & Infrastructure: Ensure that the call center’s technology infrastructure supports its operations efficiently. Stay updated with new technologies that could enhance call center performance.
8. Customer Satisfaction: Ensure high levels of customer satisfaction through excellent service. Handle complex customer complaints or issues.
9. Budget Management: Develop and manage the call center budget to ensure financial efficiency and cost control.
10. Compliance & Quality Assurance: Ensure compliance with all legal and regulatory requirements. Implement quality assurance policies and procedures to uphold high service standards.

Qualifications and Skills:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Proven experience as a Call Center Manager, Operations Manager, or similar leadership role.
• Strong knowledge of call center operations and technology.
• Excellent leadership and interpersonal skills to inspire and lead a team.
• Exceptional analytical and problem-solving abilities.
• Outstanding communication and negotiation skills.
• Ability to work in a high-pressure, fast-paced environment.
• Proficiency in MS Office and call center equipment/software programs.

The Call Center Operations Manager is a key player in ensuring the success and profitability of the call center. This role demands a dynamic leader who can navigate the challenges of a fast-paced environment while maintaining high levels of customer and employee satisfaction.