Operations Manager - Call Center Company Profile: Global Assure holds its expertise in insurance and assistance for over 4 years. Providing people convenience and rescue at their time of need drives the company and its members. A vehicle breakdown, health, wellness and travel assistance provided by the company aim at building customer relationships in times of distress. While Road Side Assistance captures the massive demand, the company provides health and wellness assistance, extended warranty, travel assistance, and 3-year Guaranteed vehicle buyback as well. Global Assure has a team of professionally trained and experienced mechanics that assist you at any given hour. Brief Description: We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, Analyses call center data and focus on improving performance and process in an effort to better support customers. No of Position: 1 - Only Female candidate Job Profile: - Conduct team performance reviews, cost benefit analysis and other operational strategy assessments - Establish a high standard for productivity, quality, customer service as well as define user guidelines - Manage and improve call center performance through performance monitoring , problem resolution, system audits and quality assurance measures. - Summarize , collect and analyze call center trends and data for regular performance reports. - Hiring , training, coaching and leading call center representatives as they provide support for customers - Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives - Leading team meetings, asking questions to better understand the calls representatives are receiving , educating and coach workers regarding processes and practices and explain expectations to employees - Assisting other management team members in identifying trends and establishing call center goals - Ensuring staff members are achieving desired service levels and take corrective action as needed - Preparing reports and analyzing call center data to improve process, ensure resources are properly allocated and maximize efficiency and customer satisfaction - Analyze Customer problems and providing solutions using the knowledge based - Assist less experienced representatives as necessary - Diagnose customer issues through process of elimination by asking probing questions - Explain service contract provisions to dissatisfied customers - Provide easily understood answers adapted to the customers situation - Receive inbound & make Outbound calls and Emails inquiry - Adherence to the Standard Operating Procedure and follow the scripts . Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. Qualification & other Parameters: - Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice - Ability to multitask and remain calm under pressure , especially during peak hours or Intense situations. - Exceptional interpersonal , customer service, problem solving, verbal and written communication and conflict resolution skills - Strong coaching and leadership skills , ability to motivate employees - Proficiency with necessary technology, including App/Customers/Telephony, Software Applications - Well versed with Telephony system like Ameyo/Nice/Avaya etc. - A college degree or equivalent - Proficiency with computers, especially with CRM software and strong typing skills. - Previous customer service experience , especially in same industry preferred. - Strong time management and decision making skills. - Adhering to all company policies and procedures - Take responsibility from time to time Position Name: Asst Manager/Manager Call center Operations Location: Gurgaon Salary Offering: Upto 8 Lacs Joining: Immediately Minimum Experience: 4+ years in call center Employment Type: Full-time

Gurgaon/Gurugram

Manager - Operations - Call Center 

Manager - Operations - Call Center  ,Job Description for Manager - Operations - Call Center  in Global Assure in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!

Job Description for Manager - Operations - Call Center  in Global Assure in  Gurgaon/Gurugram for (4-6) years of experience. Apply Now!