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15/05 Abhijit Vichare
Recruiter at ARA Resources

Views:487 Applications:69 Rec. Actions:Recruiter Actions:19

Assistant General Manager - Call Center Operations (15-20 yrs)

Gurgaon/Gurugram Job Code: 822321

The Role:

- The role of the - Assistant General Manager- focuses on the formulation and streamlining the organisational processes who will be responsible to handle a large team of call centre executives. The role requires a high level of customer service acumen strategising the operations and delivering high productivity through controlling, monitoring and analysing the processes of the organisation.

Key Responsibilities:

- To look after entire 200+ seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.

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

- Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

- Maintains and improves call centre 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 centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, 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 centre performance reports by collecting, analyzing, and summarizing data and trends.

Mandatory: Experience in Outbound call centre sales process: 15-20 yrs

Min number of agents handled: 200+

- Should have a working knowledge of MS Office suite

- Should be Open to Travel & work under deadlines

- Candidate should be well-groomed and open to travel

Additional Details:

- Only Female Candidates Should Apply

- Standard Day shift timings: 10 am - 7 pm (9 hours), 6 days.

Women-friendly workplace:

Maternity and Paternity Benefits

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