Assistant Manager – Call Centre
RedTaxi
- Location
- Coimbatore, Tamil Nadu, India
- Job type
- Full-time
Required skills
- backend
- communication skills
- customer service
- people management
About the role
Website:
redtaxi.co.in
Job details:
Key Responsibilities:
- Coordinate daily customer service operations (e.g. Complaints, Booking and Reports)
- Track the progress of weekly, monthly, quarterly and annual objectives.
- Monitor and maintain incoming calls data.
- Supervise and motivate staff to perform their best.
- Support new and existing employees on complaints related issue calls.
- Suggest process and product training programs and techniques.
- Communicate with employees and evaluate their needs.
- Create and monitor reports, analyze and interpret data.
- Conduct regular audits to ensure the call quality is professional and presentable.
- Make sure all employees adhere to company’s policies and guidelines.
- Act as our representative and set an example for our staffs.
- Conducting meeting with TLs and Floor incharges.
- Coordinating with vendor support & software team on service related issue and upgrading on services.
- Escalating system and network related issue to admin department and fix the issue.
- Ensure customer support activities and streamline the process.
- Optimizing profits by controlling costs.
- Ensuring that health, safety, and security rules are followed.
- Taking disciplinary action when necessary.
- Processing Joining and exit formalities for employees.
- Ensure the confirmation for the employees.
Job specifications:
- Any Degree.
- 5 to 10 years of prior experience in Call Centre operations or backend support, preferably in a similar industry.
- Should have prior experience in handling large teams (100+ members) with strong people management skills.
- Strong verbal and written communication skills.
- Proven ability to work in dynamic, target-driven environments.
- Demonstrated flexibility and initiative in achieving daily operational goals.
- Willing to work at rotational shifts.
- Knowledge of customer service practices and principles.
- Strong demonstrated use of Excel, Word, and PowerPoint.
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