Frankfinn Aviation Services Pvt. Limited
Website:
frankfinn.com
Job details:
Company Description
Established in 1993, Frankfinn is a leading institute specializing in Soft Skills training across industries including Aviation, Hospitality, Travel, and Customer Service. Renowned for setting benchmarks in training excellence, Frankfinn has been consistently featured in the Limca Book of Records for its exceptional placement track record. As an NSDC & THSC-approved training partner, Frankfinn is recognized for innovative training initiatives, such as its exclusive tie-up with Air India for the 'In-Flight Familiarization Program.' Over the years, Frankfinn has earned numerous accolades, including the 'Best Institute in Placement’ by ASSOCHAM in 2022 and the ‘Best Air Hostess Training Institute’ award for 11 years.
Role Description
This is a full-time, on-site role for an Assistant General Manager / General Manager at our Call Center located in Gurgaon. The selected candidate will oversee day-to-day call center operations, ensure adherence to performance metrics, and drive customer satisfaction. Responsibilities include managing and mentoring team leads and agents, analyzing performance reports, implementing operational policies, and working on strategic initiatives to improve efficiency and achieve business objectives. Additionally, the role involves handling escalations, monitoring service quality, and aligning team efforts with organizational goals.
Qualifications
- Leadership and Management: Experience in managing call center operations, leading teams, and implementing operational strategies.
- Communication and Interpersonal Skills: Strong verbal and written communication, conflict resolution, and ability to handle escalations effectively.
- Performance Analysis: Proficiency in monitoring KPIs, preparing reports, and recommending process improvements based on analytics.
- Customer Focus: Strong understanding of customer service principles and a proven ability to enhance customer satisfaction.
- Problem-Solving and Decision-Making: Ability to address challenges, make informed decisions, and ensure seamless operations.
- Relevant Experience: Prior experience in managing call center processes or a similar operational role is highly desirable.
- Educational Qualification: A Bachelor's or Master's degree in Business Administration or related field is preferred.
- Technical Proficiency: Competency in using CRM platforms, call center software, and basic office productivity tools.
- Flexibility and Adaptability: Ability to work in a fast-paced environment and adapt to dynamic business requirements.
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