Call Center Head

Roles and Responsibilities :

• Manage daily operations of the call center, ensuring efficient handling of customer queries and complaints.
• Develop and implement strategies to improve customer experience, reduce escalations, and enhance overall service quality.
• Lead a team of agents in resolving complex issues, providing guidance on process improvements, and conducting performance evaluations.
• Collaborate with other departments to resolve recurring problems and identify opportunities for service improvement.

Job Requirements :

• 10-15 years of experience in call center management or related field.
• Proven track record in managing high-volume calls, resolving complaints efficiently, and improving customer satisfaction ratings.
• Strong understanding of SLA management principles and ability to develop effective escalation plans when necessary.
• Excellent communication skills with the ability to lead cross-functional teams.