Call Centre Incharge

The call center incharge is responsible for overseeing the operations of the call center, ensuring exceptional customer service, and maintaining high service levels. They will manage and support a team of call center representatives, monitor call center performance, and implement strategies to enhance productivity and customer satisfaction. The call center incharge will also handle escalated customer complaints and resolve complex issues.

Responsibilities

• Manage the day-to-day operations of the call center.
• Monitor and evaluate call center performance through analyzing key performance indicators (KPIs).
• Develop and implement strategies to enhance call center productivity and efficiency.
• Recruit, train, and manage a team of call center representatives.
• Provide coaching and guidance to call center representatives to improve performance.
• Handle escalated customer complaints and resolve complex issues.
• Conduct performance evaluations and provide feedback to call center representatives.
• Implement quality assurance measures to ensure high-quality customer service.
• Prepare reports on call center performance for the management team.
• Stay updated with call center industry trends and best practices.

• Bachelor's degree in business administration or a related field.
• Proven experience in call center operations and management.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and customer service skills.