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Our company is seeking a highly experienced Customer Service Manager with extensive knowledge in setting up call centres from scratch. The successful candidate will be responsible for formulating standard operating procedures (SOPs), planning shifts accordingly, designing processes, and generating management information system (MIS) reports using Excel and PPT. The ideal candidate should be fluent in Kannada, in addition to English, to effectively communicate with our clients and team members in the region.
Key Responsibilities:
Set up and manage call centre operations from scratch
Develop and implement standard operating procedures (SOPs) and policies to ensure effective customer service operations
Manage and supervise the customer service team to deliver a high level of customer satisfaction
Develop and implement customer service strategies to improve customer satisfaction and retention
Design and implement efficient processes to ensure customer queries and issues are resolved promptly and effectively
Plan, schedule and manage staff shifts to ensure optimal coverage
Analyze customer service performance metrics to identify trends, areas for improvement and take appropriate action
Generate and present management information system (MIS) reports on a regular basis
Ensure compliance with company policies and regulatory requirements
Conduct regular training sessions for the customer service team to enhance their skills and knowledge
Qualifications:
Bachelor’s degree in a relevant field
Proven experience in setting up call centres from scratch
Experience in formulating SOPs, policies, and procedures for customer service operations
Strong organizational and planning skills
Excellent communication and interpersonal skills
Proficiency in Microsoft Excel and PowerPoint
Fluent in Kannada and English
