Zoomcar.com - Manager - Operation - Call Centre

About Zoomcar :

Zoomcar is a Self-Drive car rental service which allows you to rent cars by the hour, day, week, or month. We have a wide variety of cars and many locations, in fact you can find us in your neighborhood. Basically, we save you the cost and hassle of owning a car while giving you all the good parts: convenience, mobility, and independence.

Zoomcar officially hit the roads of India in February 2013 with 7 cars at a single location in Bangalore. At present, we have ever increasing fleet of vehicles across more than 100 locations in Bangalore, NCR, Pune, Mumbai and Chennai. We offer more than 10 models covering hatchbacks, sedans, SUVs and luxury cars.

Job Description:

- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Maintains and improves 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; installing upgrades.

- Accomplishes call center human resource objectives by assisting in recruitment, selection, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

- Link operational goals to ensure achievement of daily targets keeping business objectives in mind.

- Reviewing the performance of staff, identifying training needs and planning training sessions;

- Recording statistics, user rates and the performance levels of the centre and preparing reports;

- Handling the most complex customer complaints or enquiries;

- Organizing staffing, including shift patterns and the number of staff required to meet demand;

- Forecasting and analyzing data against budget figures on a monthly and/or quarterly basis.

- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;