DataWind - Head - Call Centre Operation

DataWind Inc. is a global leader in the development of wireless web access products and services. We offer a series of wireless web access devices and related web delivery platforms, including tablets, smartphones, as well as other industry-leading web-browsing devices.

Reporting to the CEO and Executive Vice President, the Head of Call Centre Operations is responsible for the professional management and administration of all Call Centre operations and related activities for DataWind in India. The Head of Call Centre Operations is responsible for implementing effective measures and programs to accurately track inbound calls, orders, call centre performance, conversion ratios, as other metrics as required.

Responsibilities:

Organize and coordinate all Call Centre operations, ensuring all the company's policies and procedures are adhered to;

- Develop a strong customer service, sales and revenue oriented culture, and foster a performance oriented environment in the Call Centres;

- Work with the multidisciplinary teams to build and implement best-in class training tools and programs;

- Develop and execute strategic plan to accomplish significant improvements in sales and customer service and operations through the call centre channel;

- Working with internal revenue manager, develop and roll out compensation and incentive programs to drive performance and reward high achievers;

- Develop, and exceed all quality and other performance metrics that will drive exceptional services;

- Provide customer service expertise and guidance to team supervisors and staff to foster and enhance skills and performance;

- Effectively communicate and enforces employee policies and procedures.

Requirements:

- Minimum 7 years of experience in setting up and managing large-scale call centres;

- Exceptional sales, customer service, and communication skills;

- Excellent organizational skills with a strong ability to multi-task;

- Highly motivated with the ability to motivate oneself as well as ones team;

- Forward thinking with an ability to develop creative strategic solutions to issues;

- Strong follow-up skills with the ability to effectively resolve difficult issues in a timely manner;

- Strong typing skills and knowledge of computer programs;

- Detail-oriented; able to resolve problems using facts, sound reasoning and common sense.