Senior Executive - Search & Selection at SUCCESSWRKS
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Call Center Manager - AgriTech (10-15 yrs)
We are currently hiring a Call Center Manager for an Agri Tech firm.
Job Location : SG Highway, Ahmedabad
Looking for someone who speaks Gujarati (Mandatory).
About the Role :
- Head Call Center with 10+ years of experience handling an outbound and inbound lead generation process with strong sales & people management skills.
- Responsible for managing multiple Call center operation across geographies.
- Leading a team of more than 100 call center representatives and quality analyst team.
- Setting up, streamlining and building robust Call center processes and systems.
- Develop & define targets and goals to ensure we meet customer and business needs.
- Work closely with marketing to drive various marketing initiatives, offer and campaigns to create demand or generate leads through missed call mechanism.
- Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements.
- Conduct resource planning, recruit agents, coach and provide timely performance feedback.
- Participate in business meetings, submit reports/MIS to management and suggest new ideas and strategies.
- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team.
- Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Workforce Management, Training & Quality, and various customer-facing teams.
- Participate in the hiring and onboarding process.
- Act as a bridge between business and the technology team, plan and get the required automation done to improve the overall efficiency of Call center.