Call Center Head

Fortis; Jalandhar; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Fortis in Jalandhar, Punjab seeks an experienced Call Center Leader to drive performance and service quality. You will manage a team to hit sales targets while delivering outstanding customer support, and you will implement strategies to streamline operations and lower attrition.

The role requires a strong track record in people management and the ability to analyze KPIs to spur continuous improvement across departments and customer touchpoints.

Qualifications

• 8-12 years of experience in BPO/Call Center with leadership focus.
• Strong communication and leadership abilities.
• Proven track record in reducing shrinkage and attrition through effective people management.

Responsibilities

• Manage a team of customer service representatives to achieve sales targets and provide excellent customer support.
• Develop and implement strategies to improve call center operations, reduce attrition, and enhance performance.
• Collaborate with other departments to resolve complex issues and maintain high customer satisfaction.
• Analyze KPIs such as AHT, Shrinkage, Attrition rate, CSat to identify areas for improvement.

Skills

Leadership

Communication

People management

Performance improvement

Job description

Roles and Responsibilities :

• Manage a team of customer service representatives to achieve sales targets and provide excellent customer support.
• Develop and implement effective strategies to improve call center operations, reduce attrition rates, and enhance overall performance.
• Collaborate with other departments to resolve complex issues, address customer complaints, and maintain high levels of customer satisfaction.
• Analyze key performance indicators (KPIs) such as AHT, Shrinkage, Attrition rate, CSat etc. to identify areas for improvement.

Job Requirements :

• 8-12 years of experience in BPO/Call Center industry with a focus on leadership roles.
• Strong communication skills with ability to lead by example.
• Excellent management skills with ability to motivate teams towards achieving goals.
• Proven track record in reducing shrinkage & attrition rates through effective people management practices.