Hiring for: VOIZ

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Description

Location: Hybrid

Department: Real Estate & C2H

Role Overview:

We are looking for an experienced and results-driven professional to join our Operations team as an Assistant Manager – Presales & Operations. The ideal candidate will be responsible for overseeing daily call centre operations, optimizing processes, and leading a high-performing team to ensure efficiency, customer satisfaction, and business success.

Key Responsibilities:

Operational Management:

• Supervise the day-to-day operations of the call centre, ensuring seamless execution.
• Monitor key metrics such as call volume, response times, and customer satisfaction scores.
• Implement strategies to enhance operational efficiency and service effectiveness.

Team Leadership:

• Lead, mentor, and motivate a team of call centre agents to achieve performance targets.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a collaborative and engaging work environment that drives productivity.

Customer Service Excellence:

• Ensure consistent delivery of high-quality customer service.
• Manage escalated inquiries and complaints with a problem-solving approach.
• Develop and implement strategies to enhance customer experience and satisfaction.

Process Optimization:

• Identify areas for process improvement and implement effective solutions.
• Collaborate with cross-functional teams to streamline workflows and enhance service delivery.
• Stay updated on industry trends and best practices to drive continuous improvement.

Reporting & Data Analysis:

• Generate and present detailed reports on call centre performance to senior management.
• Analyze operational data to identify trends, challenges, and opportunities for improvement.
• Make data-driven decisions to enhance overall efficiency and effectiveness.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 8 years of experience in call centre operations, including at least 1 year in a supervisory role.
• Strong leadership, coaching, and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call centre software and CRM systems.
• Analytical mindset with a strong focus on data-driven decision-making.
• Detail-oriented with excellent problem-solving skills.

Preferred Qualifications:

• Experience in the Call Centre/BPO industry.
• Certification in Call Centre Management or Customer Service.

Process

Tele-Sales (B2C)

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Process

Ongoing

Language

Pay Out

Remuneration : NA

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Days of the week

Works Slots

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Expertise Level