Manager Bpo

Job Purpose:

We are seeking an experienced Call Center Manager to oversee and manage small call centers located at various Skill Development Centers across four states in rural India. The ideal candidate will possess strong coordination, leadership, and Management Information System (MIS) skills to ensure the effective operation of these call centers.

Key Responsibilities:

1. Call Center Performance
• Ensure efficient operation of small call centers at various Skill Development Centers.
• Monitor and improve call center metrics, including call volume, response time, and customer satisfaction, to meet performance targets.

2. Team Leadership and Development
• Recruit, train, and develop a high-performing call center team.
• Motivate and lead the team to achieve individual and collective performance goals.

3. MIS and Data Analysis
• Develop and maintain Management Information Systems (MIS) to track and report on call center performance.
• Analyze MIS data to make informed decisions and continuously improve call center operations.

4. Coordination and Communication
• Ensure effective coordination between various Skill Development Centers and stakeholders.
• Establish clear communication channels to facilitate the flow of information within the organization.

Key Performance Indicators:

1. Call Center Performance
• Average Response Time
• Call Abandonment Rate
• First Call Resolution Rate
• Customer Satisfaction Score (CSAT)

2. Team Leadership and Development
• Employee Satisfaction
• Training Effectiveness
• Team Performance Metrics

3. MIS and Data Analysis
• Accuracy of MIS Reports
• Data Utilization
• Improvement in KPIs

4. Coordination and Communication
• Interdepartmental Communication
• Stakeholder Satisfaction
• Issue Resolution Time

Experience:
• Excellent leadership, communication, and team-building skills.
• Proficiency in using call center software and MIS tools.
• Strong analytical and problem-solving abilities.
• Ability to work independently and make decisions.
• Knowledge of industry best practices in call center management.