Deputy Manager Call Canter

Title: Job Description for Deputy Manager Call Center at Chandigarh University
Introduction:
Chandigarh University, one of India's leading educational institutions, is seeking a highly competent and dynamic professional to join its team as a Deputy Manager in the Call Center Department. This role requires strong leadership skills, excellent communication, and the ability to manage a team effectively.
Responsibilities and Duties:
1. Team Management:

• Oversee and manage the day-to-day operations of the call center team.
• Supervise a team of call center executives and provide necessary guidance and support.
• Set performance goals and objectives for the team and ensure they are met.
• Conduct regular performance reviews and provide constructive feedback to enhance team performance.
• Motivate and inspire team members to achieve targets and maintain high service standards.

2. Call Center Operations:

• Ensure smooth functioning of the call center by monitoring activities, resolving escalated issues, and implementing necessary improvements.
• Develop and implement strategies to optimize call center performance, including call handling, response time, and customer satisfaction.
• Handle complex customer queries or complaints and provide satisfactory resolutions.
• Analyze call center metrics and generate reports for management review.
• Stay updated with industry trends, technologies, and best practices to enhance operational efficiency and service quality.

3. Training and Development:

• Identify training needs for call center executives and organize relevant training programs.
• Coach and develop team members to improve their skills, product knowledge, and customer service abilities.
• Conduct workshops or training sessions to enhance team performance and address any knowledge gaps.
• Ensure adherence to company policies, call center protocols, and quality assurance standards.

4. Collaboration and Coordination:

• Collaborate with other departments to ensure smooth coordination of call center services with other organizational processes.
• Work with the IT team to ensure that all call center equipment, software, and systems are functioning optimally.
• Coordinate with the HR department for recruitment, onboarding, and retention of talented call center executives.
• Foster a positive work environment that encourages collaboration, teamwork, and effective communication.

Requirements:
1. Education and Experience:

• Bachelor's degree in any relevant field.
• Previous experience in call center management or a similar role is highly desirable.
• Familiarity with call center software, telephony systems, and customer relationship management (CRM) tools.

2. Skills:

• Excellent leadership and team management skills.
• Strong problem-solving and decision-making abilities.
• Exceptional verbal and written communication skills.
• Ability to handle multiple tasks efficiently and meet deadlines.
• Proactive approach to identify and address operational challenges.
• Proficiency in MS Office Suite.
• Strong analytical skills with the ability to interpret data and generate reports.

Conclusion:
As a Deputy Manager in the Call Center Department at Chandigarh University, you will be responsible for ensuring smooth call center operations, optimizing performance, and providing exceptional customer service. This role requires leadership skills, excellent communication, and a passion for fostering the growth and development of the team. If you are a proactive and goal-driven professional looking for an exciting opportunity, apply today to join our team and contribute to the success of Chandigarh University.