Deputy Manager For Call Center

Introduction:
Chandigarh University is a leading educational institution committed to providing excellent education and fostering a positive learning environment for its students. As the university continues to grow, we are seeking a dynamic and experienced individual to join our team as the Deputy Manager of our Call Center department. In this role, you will be responsible for overseeing the daily operations, providing leadership to the team, and ensuring exceptional customer service.
Job Responsibilities:
1. Supervision and Team Management:

• Provide leadership and guidance to a team of call center agents, ensuring they meet performance targets and objectives.
• Monitor the team's performance, provide feedback, and conduct regular performance evaluations.
• Develop and implement training programs to enhance the skills and knowledge of the call center agents.

2. Operations Management:

• Ensure smooth and efficient call center operations by monitoring call volumes, analyzing data, and identifying areas for improvement.
• Develop and implement strategies to meet call center goals and objectives, such as reducing wait times and increasing first-call resolution rates.
• Develop and maintain effective policies and procedures for call handling, escalation, and resolution.

3. Quality Assurance:

• Monitor and evaluate call center interactions to ensure adherence to quality standards and provide constructive feedback to agents for continuous improvement.
• Oversee the implementation of quality assurance initiatives and ensure compliance with industry and organizational standards.

4. Customer Service:

• Foster a customer-centric culture by setting high service standards and ensuring effective resolution of customer issues.
• Handle escalated customer concerns and ensure timely and satisfactory resolution.
• Collaborate with other departments to improve overall customer experience and satisfaction.

5. Reporting and Analysis:

• Generate and analyze call center metrics and reports, identifying trends and recommending improvements to enhance efficiency and quality.
• Prepare regular reports on call center performance, including key performance indicators, and present findings to management.

Qualifications:

• Bachelor's degree in Business Administration, Communication, or relevant field.
• Minimum of 5 years' experience in call center operations, with at least 2 years in a supervisory or management role.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proven ability to analyze data and identify opportunities for improvement.
• Strong problem-solving and decision-making abilities.
• Exceptional customer service orientation.

How to Apply:
If you are passionate about leading a call center team, delivering exceptional customer service, and contributing to the success of Chandigarh University, please submit your resume and cover letter to [email protected] Include "Deputy Manager - Call Center" in the subject line. Only shortlisted candidates will be contacted for an interview.
Closing Thoughts:
The role of Deputy Manager - Call Center at Chandigarh University is an exciting opportunity for a highly organized and customer-focused individual to contribute to our mission of providing quality education. If you have the skills, experience, and passion for leading and developing a team in a fast-paced call center environment, we invite you to join our team and make a difference in the lives of our students.