HDFC Realty - Manager - Call Center Operations

HDFC Realty is an end-to-end Real Estate advisory company with a pan-India presence across 23 key cities and a 300+ team of experienced professionals.

Key services include Leasing/Sale & Purchase of Residential & Commercial Properties to Land Purchase & Pricing, and also Consulting & Valuations, and Capital Market advisory services, for a pan India customer base including top Corporates and Developers.

We are looking for a senior resource to handle our call center operations base in Thane. Below given is a brief on the role.

- Determine call center operational strategies by conducting performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards

- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; install upgrades as and when necessary

- Prepare and publish call center performance reports by collecting, analyzing, and summarizing data and trends as agreed upon by business and stakeholders

- Manage a team of call center agents (outsourced), coach them on the business requirements and monitor their performance

- Manage and review the Outsourced call center firm on organizational requirements, SLAs and metrics

- Represent the organization in different forums, as and when necessary

Job Specific Skills:

- Self motivated individual with a successful track record in handling call center operations

- Good understanding of the business preferably, real estate sector

- Articulate and professional communication skills

- Ability to work in a fast paced environment

Qualification and Experience:

- MBA from a reputed B- school with 6-8 years of relevant experience.

Team HR
HDFC Realty