Department: Call Center ( Enterprise)

Location: Kantipath

SKILLS & RESPONSIBILITIES:

• Accountable for all Enterprise Contact Centre functions (Inbound & Outbound calls) which include Support call centre, Sales call centre, and Enterprise monitoring.
• Supervise, coach, and mentor a team of contact centre agents and Implement contact centre policies and compliances.
• Monitor, and analyse team performance metrics (e.g., call handling times, resolution rates, customer satisfaction scores), Conduct regular performance evaluations and should be accountable in driving KPIs for all functions.
• Address and resolve team conflicts, escalate customer issues and Coordinate with other departments to resolve complex customer issues.
• Develop and deliver training programs to enhance agent skills, and knowledge and foster a culture of continuous improvement and learning within the team.
• Ensure that customer inquiries and complaints are handled promptly & effectively and promote a customer-centric approach in all interactions and processes.
• Continuously observe the problems reported by customers across all channels/fields and drive improvement plans accordingly.
• Prepare and present Weekly/monthly reports on team performance and customer feedback and implement strategies to improve customer satisfaction and loyalty.
• Collaborate with cross-functional teams to develop and achieve strategic goals.
• Continuously provide input improvement on running software as well as scope out new software requirements to streamline things and processes.

Qualifications:

• Bachelor’s degree in engineering, IT, Business Administration, or a related field.
• Minimum of 3-5 years of experience in a call centre environment, with at least 2 years in a supervisory or team lead role, preferably in the ISP industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call centre software and CRM systems.
• Analytical mindset with the ability to interpret and act on performance data.
• Problem-solving skills and the ability to handle high-stress situations.
• Customer-focused with a commitment to delivering exceptional service.

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