Manager – Contact Center Job Vacancy in Chqbook Gurgaon, Haryana – Updated today
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Full Details :
Company Name : Chqbook
Location : Gurgaon, Haryana
Position :
Job Description : Key Responsibilities:
To increase and achieve the target number of customer contact through dialler interface per month
To drive training of Tele-callers and achieve the target training man-days of call centre agents
Work closely with product to drive various initiatives, offer and campaigns to create demand or generate leads through prospect 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 product and tech teams, Training & Quality, and various customer-facing teams
Participate in the hiring and on boarding process of Tele-
Callers
Plan and get the required automation done to improve the overall efficiency of Call centre.
Key Performance Indicators:
Monitoring the database acquired through digital marketing/internal customer campaigns and allocate the calling numbers to the team
Creating right pitch/calling script campaign wise
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/Weekly/Monthly Reporting of calling data of all Tele-callers
Managing all escalations from the call centre agents and resolving queries
Qualification Required
Bachelor’s/Master’s Degree
5+ years Experience in managing contact centre (Qualitative)
Current account sales experience in Banks/Fintech would be an advantage
Good communication skills
Customer Focus /Process Orientation /Business Acumen / teams conflict management and resolution
This post is listed Under Technology
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