Responsibilities:
Manage daily operations of the call center and supervise agents
Monitor performance metrics, call quality, and customer satisfaction
Train, mentor, and coach call center staff for better performance
Handle escalated customer issues and ensure timely resolution
Develop and implement policies, procedures, and best practices
Analyze reports and provide insights to improve efficiency and service quality
Coordinate with other departments for smooth workflow and communication
Ensure adherence to company standards and compliance requirements
Requirements:
Proven experience in managing a call center or customer service team
Strong leadership and team management skills
Excellent communication and problem-solving abilities
Ability to analyze data and improve operational efficiency
Knowledge of CRM systems and call center software
Ability to work under pressure and meet targets
Immediate availability is preferred