Svatantra - Manager - Call Center - International Exposure - eCommerce Startup

- Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals.

- Monitoring productivity of customer service representatives and generating reports.

- Developing and supervising a team of representatives and preparing their performance reports.

- Supporting call center quality and training efforts.

- Making necessary changes in staffing based on day of week, sales promotions, other anticipated events

- Managing Customer service operations by rendering quality services and maintain highest level of customer satisfaction.

- Manage the inbound contact center & service levels. Managing 100% compliance, process adherence and driving pre- set team targets.

- Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

- To implement and adhere to Management policies

- Ensure deliverable as per pre-defined Service Level Agreements and fulfillment TATs.

- The right candidate will be flexible, and an action & result oriented self-starter Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

- Capable of delivering quality customer service while managing large teams

- Communication Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the consumer voice. Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required

- Excellent communication skills and excellent interpersonal skills.

- Ability to express ideas in clear and concise manner.

- Solid problem-solving skills and excellent Management skills.

- Ability to think tactically and identify significant success factors.

- Relevant experience of at least 4-6 years in heading contact center & ecommerce organization.