Call Center Manager
Binfex Technology Solutions Pvt. Ltd.
Total years of experience :5 years, 11 Months
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients, Can work wit pressure or without pressure, Responsible for development and administration of annual department budget to attain business goals with operational stability,
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
Manage and expand client and coworker relationships,
Find and close new revenue opportunities within the existing client base,
Insure compliance with regulatory agency guidelines and standards.
Use the CRM to manage and report Telesales activities.
Manage a team of call center agents.
Be available to affect the entirety of the team's operations.
Meet at least one each week with your team. At the minimum, review the following
topics.Perform at least one monitoring evaluation with each agent ever tow weeks.
Keep trace of attendance, daily statistics, paid time off, sick time, etc
Present to the Project Manager at the conclusion of each week a breakdown of the past
week. Monitoring checklists and a written performance summary of the team.
Present to the Project Manager at end of each week a breakdown of the past week's.
Assignments and a plan for the team. At the end of each working day, take three minutes to
log into the daily notebook and feedback. Analysis or reflections from the day's interaction
with the agents. Recruit new staff and schedule existing staff to meet service level
objectives.
Spend four hours per month working the call center telephones.
Administer training programs for new hires and existing staff.
Develop contents, awards and themes that increase agent's loyalty and focus.
Produce a quarterly white paper outlining your team's performance and growth.
Paper should be no more then three pages long. Topics to explore include team
performance for three month period. Individual performance of core, focus and new staff.
Manages the call center's team of agents.
Circulates the room periodically every day to listen to conversations and provide
instructions. Remains available at all times for agents questions and concerns.
Handles call customers who wish to speak to a supervisor for whatever reason
Monitors numbers of calls that agents handle each hour to ensure each agent is talking the
required number of calls.
Checks the wait time for customers on hold to make sure they are not waiting
unreasonable length of time.
Informs management when wait times consistently remain too long so that management
may consider hiring additional employees to prevent customers from hanging up a calling a
competitor. Reviews all call reports. Maintains call agent attendance records. Trains new
call center agents. Meets with management to report the progress of the call agent team.
Provides helpful feedback and positive communication to motivate call agents. Runs
regular staff meetings with the call agents team. Keeps up with industry news. Trains call
agents on new computer or telephone equipment as well as new products and services
offered by the company.
Communicates any company policy and procedure changes to call agents.
Call Center Executive and Call Center Supervisor
02/2011 - 03/2013
Makes necessary changes in staffing based on day of week, sales promotions.
Monitors productivity of customers service representatives and generates reports.
Reviews PBX data to monitor the customer experience and subordinate statistics.
Monitors individual, team, and call center results to identify and act on both positive and
negative. Performance trends to ensure attainment of revenue goals and performance
targets. Monitors service call to observe employee demeanor, technical accuracy, and
conformity to company policies.
Answers questions and recommends corrective services to address customer complaints.
Provide communication and follow up to ensure representatives are fully informed of all
new information related to products, procedures, customer needs and company related
issues, changes or actions.
Keys information in to computer to compile work volume statistics for accounting
Business Communication, Macro economics, Cost and management, Accounting, Fundamentals or marketing, Foundations of human resource management.Business Law,Fundamentals of Financial Management,Business Environment & Strategic Management, Fundamentals of Taxation and Auditing ,Organizational Behavior.
Proficiency in PHP. HTML5,CSS3, JavaScript, JQuery, Ajax, JSON, XML, Soap Server MySQL, MySQLi, MSSQL, MariaDB, MongoDB, PostgreSQL,Oracle OCI8, SQLite3, SQLite, Node.js CURL, SOAP, REST API, Others PHP API, OOP, Agil, Scrum, Web Development and Design. Wordpress theme and plugins Development,Magneto Module Development, Joomla LAMP, XAMPP, LINUX,WINDOWS Google.