Call Center Manager - AgriTech Firm

We are currently hiring a Call Center Manager for an Agri Tech firm.

Job Location : SG Highway, Ahmedabad

- 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.

About the Role : 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.