Head Call Centre
Raffles Educity
Chandigarh, IN
6d ago

Function / Department : Customer Service

Division : Corporate Office

Job Purpose :

The position is responsible for handling Call centre operations, drive revenue, motivate & inspire team, setting up, streamlining and building robust Call centre processes and systems.

The position is also responsible to develop & define targets and goals to ensure Organization meets customer and business needs.

Key Accountabilities :

The position is responsible for :

  • To increase and achieve the target number of walk-ins per month
  • To drive training of BDE / Tele-callers and achieve the target training man-days of call centre agents
  • Work closely with marketing to drive various marketing initiatives, offer and campaigns to create demand or generate leads through missed call mechanism.
  • Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements.
  • Conduct resource planning, recruit agents, coach and provide timely performance feedback.
  • Participate in business meetings, submit reports / MIS to management and suggest new ideas and strategies.
  • Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team.
  • Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Branch Operations team, Training & Quality, and various customer-facing teams.
  • Participate in the hiring and onboarding process of BDE / Tele-Callers
  • Plan and get the required automation done to improve the overall efficiency of Call centre.
  • Other Tasks & Activities :

    The Tasks & Activities performed by the position holder to achieve assigned accountabilities are as follows :

  • Login in to the source and download the numbers to be called on Knowalarty website Dialer (IVR / Cue Calls)Samsung Helpline
  • Allocate the calling numbers to the team
  • To receive the data on walk ins and visit of students of previous day and identify call centre agent
  • To collate the data on calls received and reporting the same to Branch and Operations Head (3 times a day)
  • Supervising the team of tele-callers to monitor the daily work progress
  • Analysis of the daily calling data and information received
  • Training of newly joined call centre agents
  • Daily Reporting of calling data for Organization
  • Weekly, Monthly Reporting of calling data of all BDE / Tele-callers
  • Managing all escalations from the call centre agents and resolving queries
  • Co-ordinating with the counsellors for data required, and resolving queries
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