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Private Jobs / Private Sector
nurture.farm Hiring For Call Centre – Supervisor at Chandigarh, Chandigarh Full Time
JOB DESCRIPTION
The Opportunity: This person would be leading the. care Operations for Chandigarh site with the service partner and would be the first line of contact for the partner teams to engage and drive day to day call centre operations for both Inbound and Outbound channels. Would be a key role in expansions and drive experience at the site.
The Opportunity: This person would be leading the. care Operations for Chandigarh site with the service partner and would be the first line of contact for the partner teams to engage and drive day to day call centre operations for both Inbound and Outbound channels. Would be a key role in expansions and drive experience at the site.
What you’ll do :
- Strong partnership, stakeholder, and partner management skills
- Determines call centre operational strategies by conducting needs assessments, performance reviews and capacity planning.
- Devise ways to optimize procedures and keep staff motivated
- Measure site performance with key metrics such as Service levels, CSAT, AHT, abandonment and Quality metrics.
- Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
- Prepare weekly/monthly/annual results and performance reports.
- Process improvements by engaging and encouraging innovative and new ideas by regular coaching and counselling sessions for TL’s and CSA’s
- Active approach towards contingency plans in place to counter un-forecasted call spikes and downtimes.
JOB REQUIREMENT
What we’re looking for
- Minimum 5 to 10 years of proven experience in handling call centre operations.
- Strong empathy for customers & passion for revenue and growth
- Analytical and process-oriented mindset
- Work Prioritization and result oriented approach
- Strong on Performance Review and Feedback Communication
- Proficient in MS Office and call centre equipment / software programs
- Must have managed domestic and international business
- Good Presentation and communication skills
- Ability to travel