India Job Openings

Dr POSITIVE HEALTH SCIENCES PVT LTD

Call Centre Manager-KPHB-HYD

FULL TIME

September 2, 2024

DR.Care is immediately hiring for Call Center Manager Role.
Kindly find the below job description and interested candidates can send your CV's to praveen.hrr@drcarehospitals.com.
Openings for Call Centre Manager-Hyderabad.
Exp: 3+ Years
Work Location: KPHB, Hyderabad.
salary: 30k-40k Per Month
Notice: Immediate Joiner
Mode of Working: Work from Office
Company Description: Dr. Care Homeopathy, founded by Dr. A.M. Reddy Autism Center, is a leading chain of Homeopathy and Dental clinics across India. With a strong reputation and high success rate in treatments, Dr. Care Homeopathy Group is committed to providing quality healthcare services to patients. Dr. A.M. Reddy is a renowned Homeopath with decades of experience and has played a significant role in the development and awareness of Homeopathy in India
The Call Center Manager is responsible for leading and managing the daily operations of the call center to ensure high levels of customer satisfaction, efficient call handling, and achievement of performance targets. This role involves overseeing a team of call center agents, implementing processes, and analyzing metrics to drive continuous improvement.
Key Responsibilities:

Team Leadership:
Supervise and mentor call center agents, providing guidance and support to achieve individual and team goals.
Conduct regular performance reviews, set performance goals, and provide feedback to enhance team effectiveness.
Operational Management:
Oversee daily call center operations, ensuring adherence to policies and procedures.
Develop and implement strategies to optimize call center efficiency, including scheduling, resource allocation, and process improvements.
Customer Experience:
Monitor and analyze customer interactions to ensure high standards of service and resolve escalated customer issues.
Develop and implement customer service policies and procedures to enhance customer satisfaction.
Performance Monitoring:
Track and analyze key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores.
Prepare and present regular reports on call center performance to senior management.
Training and Development:
Identify training needs and organize training programs for call center staff.
Foster a positive work environment that encourages professional growth and development.
Technology and Tools:
Manage and maintain call center technology and tools to ensure optimal performance.
Stay updated on industry trends and advancements to recommend and implement new technologies.
Compliance and Quality Assurance:
Ensure compliance with company policies, industry regulations, and quality standards.
Conduct regular audits and quality assurance checks to maintain high service standards.
Budget Management:
Develop and manage the call center budget, including staffing, training, and technology costs.
Implement cost-effective measures while maintaining service quality.

Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
Proven experience as a Call Center Manager or similar role, with a strong understanding of call center operations and best practices.
Excellent leadership, communication, and interpersonal skills.
Strong analytical and problem-solving abilities, with experience in performance management and process improvement.
Proficiency in call center software and CRM systems.
Ability to work under pressure and handle multiple tasks effectively.

Preferred Skills:

Experience with specific call center technologies and platforms (e.g., ACD systems, workforce management tools).
Certification in call center management or customer service (e.g., Call Center Management Certification).

Working Conditions:

Full-time position with standard office hours, but may require occasional evenings or weekends.
May involve sitting for extended periods and using a computer..

Interested individual can share their updated resume to 7337550168(What's App)
Regards
PRAVEEN- HR
DR CARE HOMEOPATHY/AM Reddy Autism Center
7337550168
Job Type: Full-time
Schedule:

Day shift

Supplemental Pay:

Performance bonus

Experience:

CRM software: 3 years (Preferred)
Team management: 4 years (Preferred)
Call center Operation: 2 years (Preferred)
call center Manager: 2 years (Preferred)

Language:

ENGLISH (Preferred)
Telugu (Preferred)

Work Location: In person

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