Manager-Call Center

Title: Job Description: Manager - Call Center
Introduction:
Chandigarh University is a leading educational institution committed to providing quality education and excellent services to its students. As part of our continuous efforts to enhance our students' experience, we are seeking a highly competent and dynamic individual to join our team as a Manager - Call Center. This role will play a crucial role in ensuring smooth operations and top-notch customer support within our call center department.
Responsibilities:
1. Team Management:

• Supervise and lead a team of call center representatives, ensuring efficient and effective delivery of services to our stakeholders.
• Develop performance objectives, conduct regular performance reviews, and provide feedback to team members for their professional growth.
• Identify training needs and organize skill development sessions to enhance the team's capabilities.

2. Operational Efficiency:

• Oversee daily call center operations and respond to escalated inquiries or issues to ensure prompt resolution.
• Monitor call center metrics, such as call waiting time, call volume, and customer satisfaction, to identify areas for improvement.
• Implement strategies to improve call center efficiency, reduce wait times, and enhance overall customer experience.

3. Quality Assurance:

• Develop and implement call center quality assurance processes to ensure compliance with established standards and best practices.
• Conduct regular audits and quality checks on calls to assess the effectiveness of call center representatives and identify areas for improvement.
• Provide guidance and support in handling customer complaints or challenging situations, ensuring satisfactory resolutions.

4. Technical Support:

• Collaborate with IT teams to ensure proper functioning of call center software, telephony systems, and other equipment.
• Troubleshoot technical issues faced by the call center representatives and provide timely solutions.
• Stay up-to-date with emerging call center technologies and propose innovative solutions to enhance the overall service delivery.

5. Strategy and Reporting:

• Collaborate with the management team to develop and implement strategies aligned with organizational goals.
• Gather data and generate reports on call center performance, employee productivity, and customer satisfaction for analysis and decision-making.
• Provide insights and recommendations to senior management for continuous improvements in call center operations and service delivery.

Qualifications and Skills:

• Bachelor's degree in Business Administration or a relevant field. A master's degree would be an added advantage.
• Proven experience of at least 5 years in a managerial role within a call center environment.
• Excellent leadership and team management skills.
• Strong verbal and written communication skills.
• Sound knowledge of call center software, telephony systems, and customer relationship management (CRM) tools.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Exceptional problem-solving and decision-making skills.

Why Join Chandigarh University:

• A dynamic and innovative work environment that promotes growth and continuous learning.
• Opportunity to be part of a renowned educational institution with a global presence.
• Competitive salary and benefits package.
• Access to professional development programs and training.

To Apply:
If you are a motivated individual with excellent leadership skills and a passion for delivering exceptional customer support, please submit your resume and a cover letter to careers@chandigarhuniversity.com. Please include "Manager - Call Center" in the subject line.
Note: Only shortlisted candidates will be contacted for further selection processes.
Conclusion:
As the Manager - Call Center, you will play a pivotal role in ensuring smooth operations and exceptional customer support within our call center department at Chandigarh University. Join us and contribute to the enhancement of our students' experience while enjoying a rewarding and growth-oriented career.