Call Centre Manager

ABC Customer Service Pvt Ltd.; Kerala; On-site; INR 335,000 - 391,000; Full time

Job summary

ABC Customer Service in Kochi seeks a BPO Operations Manager to oversee telecalling and back-end operations. You will lead end-to-end teams of telecallers and back-end executives, manage call allocation, monitor productivity, coordinate daily processes, and conduct regular call audits.

You will also drive back-office duties, maintain Excel MIS reports, study data for trends, work with CRMs, and coordinate with HR, IT, and admin teams.

Qualifications

• Graduate or Postgraduate degree.
• Around 5 years of experience managing teams, MIS reports, and client interactions.

Responsibilities

• End-to-end management of multiple telecalling and back-end teams.
• Maintain MIS and CRMs, prepare reports and analyze data for trends.
• Provide process and product training to telecalling teams.
• Coordinate with HR, Admin, IT for internal needs.
• Act as main liaison for clients and team for daily operations.

Skills

Team management

Leadership

Communication

Problem solving

Willingness to learn

Positivity

Team player / individual contributor

Education

Graduate or Postgraduate

Tools

MS Excel

Email

Internet

Job description

Company Name: ABC Customer Service

Type of Company: BPO/Call Centre/Contact Centre

Vacancies: 1

Designation: BPO Operations Manager

Job Description:

1. Managing Telecalling and Back End Operations of different processes

• - End to end managing of multiple teams of telecallers and back end executives
• - Handle call allocation, productivity monitoring and daily process coordination
• - Conducting regular call audits to evaluate call quality
• - Providing process and product training to telecalling team members
• - Preparing and maintaining daily telecalling reports, including calling activity, appointments, customer enquiries and follow-ups
• - Monitoring team performance and identifying areas for improvement

2. Back office Operations

• - Maintaining various Excel files for multiple processes
• - Creating MIS Reports based on clients various requirements
• - Study data in the reports and come up with analysis on future trends, process improvements etc
• - Work on CRMs and other softwares for daily operations

3. Common responsibilities

• - Acting as the point of contact for clients as well as team members for daily operations coordination
• - Handling escalations and coordinating with the relevant team members to ensure timely resolution of operational and customer-related issues
• - Coordination with Recruitment Manager, HR Manager, Admin Coordinator and IT teams for any internal requirements

Location: Vennala, Kochi

Industry: Telecom/FMCG/Automobile and any other industry (can vary)

Client Geography: Kerala/Rest of India/Abroad (can vary)

Work Timing: 9.30/10/10.30am to 6.30/7/7.30pm (flexible)

Working days: Monday to Saturday

Language fluency written: English

Language fluency spoken: English and Malayalam

Computer Knowledge: MS Excel (Vlookup, Pivot, Formulas, Delimitation, Dropdowns etc), Email, Internet, experience in using softwares. Basic IT & networking knowledge would be an added advantage.

Other skills required: Strong logical thinking skills, Team Management capabilities, Leadership, Confidence, Willingness to learn, Positivity, Friendliness, Team Player as well as Individual Contributor

Minimum qualification: Any Graduate or Post Graduate

Work Experience: Around 5 years experience in managing teams, MIS reports, client/customer interactions and back office operations. Experience in any sales profile would be considered an added advantage, though not mandatory.

Salary: Rs 30,000 to 35,000 per month based on experience.