Call Center Manager - Hospitality

  • Delhi
  • 10-16 lakh
  • 4-7 years
  • 29 Jan 2016

  • Operations

  • IT/ Technology - Software/ Services
Job Description

Duties and Responsibilities:

- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;

- Carrying out needs assessments, performance reviews and cost/benefit analyses;

- Setting and meeting performance targets for speed, efficiency, sales and quality;

- Ensuring all relevant communications, records and data are updated and recorded;

- Advising clients on products and services available;

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;

- Monitoring random calls to improve quality, minimise errors and track operative performance;

- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;

- Reviewing the performance of staff, identifying training needs and planning training sessions;

- Recording statistics, user rates and the performance levels of the centre and preparing reports;

- Handling the most complex customer complaints or enquiries;

- Organising staffing, including shift patterns and the number of staff required to meet demand;

- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.

Skills and Qualifications:

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

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