Contact Center Head - Digital Education Solutions

Eager to make an impact on the future of our education system? Join the key players in developing path-breaking, reliable, cost-effective technology solutions that enable students to learn something new every day and equip the teachers with quality teaching resources.

Our Client provides Edu-Tech solutions and services to Academic Institutions, Government and Companies to help them achieve their objectives. Founded in 2016, our client leverages GLOCAL Partnerships in Education to implement learning solutions.

We are looking to hire a Team Manager responsible for setting up a Call centre and managing the in-house contact centre team. Your role would include:

- Actively managing staff / Ops Processes on a regular basis to ensuring all issues are dealt with effectively and efficiently.

- Leading a team of 10-15 Call centre agents, monitoring and managing quality of service, delivering service levels as per internal and external client agreements.

- Training, coaching and motivating team members and Supervisors

- Monitoring Staff Retention, recruitment and performance appraisal for the team

- Developing and implementing the action plan to identify the root cause of a problem and ensuring problems are ironed out on a timely basis.

- Maintaining consistent management interaction for operational and performance management.

- Consistently improving the client/customer satisfaction index, lead and sales operations performance and other key contact centre metrics

- Managing daily operations in accordance with company policies, procedures and business SLAs to ensure a high quality of service

- Monitoring investigate, report and resolve customer issues as well as communicate telephone system statistics

- Providing leadership, guidance and direction to staff to ensure staff consistently adhere to established procedures and rectify processes to prevent recurrence of any issues

- Providing continuous and regular feedback to their team, act as a role model and ensure all team members understand and act in a manner in accordance with core goals and values

Candidate Profile:

- Overall experience of 6-8 years with min 1-3 years experience in a similar position preferably in BPO Operations, Contact Centre Operations as a TL / Supervisory Role

- Experience in setting up a Call centre operations is mandatory

- Demonstrated leadership qualities

- Strong call process design and problem solving skills

- Monitoring of service level agreements, client specific requirements and company processes

- Strong computer skills including Microsoft Office and databases

- Working knowledge of customer service software, databases and tools