Future Technosoft Hiring for Call Centre Manager at Gurgaon Full Time

Looking for Call Centre Manager

Minimum 7+ years’ Experience Required in Call Centre Operations

2+ years’ Experience as Team Leader / Manager

Experience in any Loans Campaign, like Business Loans / Personal Loans / Appliance Loans etc) or Credit cards or any Financial Campaigns will be more Preferable

Work from Office – Location – Sector 18, Gurgaon – (6 days working) – Day shift

Looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Job Description:

· Hiring, training, coaching, and leading call center representatives as they provide support for customers.

· Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

· Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

· Assisting other management team members in identifying trends and establishing call center goals.

· Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

· Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

· Authorizing replacements or refunds.

· Taking on other tasks or projects to support employees, other managers, and call center operations.

Experience (Must-have):

· Bachelor’s Degree

· 7+ years’ Experience in Call Centre Operations

· 2+ years’ Experience in a Team Lead / Manager’s role

· Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

· Knowledge of management principles and familiarity with company products, services, and policies.

· Strong coaching and leadership skills, ability to motivate employees.

· Decisiveness and attention to detail.

· Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

· Polite, professional phone voice.

· Prior Fintech Experience

Job Types: Full-time, Regular / Permanent

Salary: ₹700,000.00 – ₹1,200,000.00 per year

Benefits:

• Health insurance

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Gurgaon – 122015, Haryana: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you worked in any Loans / Credit Cards / Insurance or any other Financial Campaigns?
• What is the size of the Team you have Managed?
• What is your Notice Period?
• What is your Current CTC?
• What is your Expected CTC?

Education:

• Bachelor’s (Required)

Experience:

• Call Centre Operations / Outbound / Inbound / Telesales etc: 7 years (Required)