Call Centre Head || Bhopal || Up to 9.60 lpa || 5 to 7 Years Experience || 9907752977
Job details
Job description
Administrative Roles: -
1.Performance Review: -
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
2. Call Center Manpower: -
Manager has to cross checked and implement after prepare the daily/weakly/ Monthly roster keeping in mind the call load, Leaves, Weeks, Offs, and Absenteeism etc.
3. Training: -
Manager should Develop presentations and talks to motivate and educate call center agents
3. Debriefing: -
Provide coaching and assistance to call center agents on an ongoing basis
4. Briefing: -
The team needs to be briefed about various things as & when required.
(A) Addition or editing of any process. (B) Special task related to any event day week
©Technology upgradation if any (D) Highlight on Achievements
(E) Highlights on Failures. (F) Announcing the top and low performance
(G) Change of roster, shift time, supervisor etc.
5.
Absenteeism and Leave Management
: - Manager Must control absenteeism rate. He must provide leaves only after assessing the call volume and urgently. Leaves shall be provided in such a manner that it must not hamper that it must not hamper the performance of ERC.
6. Manpower Management
: - Based on the peak and non-peak hours and call volumes at different desks, Manager Must manage the number of active associates on hourly basis. The manpower must be deployed in such a way that the ERC parameters (abended calls, Call Response Efficiency, Productivity, Calls per agent, AHT)
7. Meetings or Activities Execution: -
Manager is responsible for organizing daily/ weekly review meetings with the associates and providing then combined as well as one on one feedback, any meeting with the higher authority must be planned keeping in mind that the basic functions of the ERC do not get obstructed. He is also responsible for coordinating and scheduling process knowledge Tests.
8. Performance Management: -
Manager is responsible for managing the ERC Performance parameter within limit, along with quality department, should also assess the improvement areas by analysing the performance of each & every associate and must strive to keep all the parameters under control.
9. Quality Management: -
Manager Has Conduct periodic surveys of customers and potential customers to ensure quality control
10. Team Management: -
Manager to make sure that the process is being followed properly. He must mentor & coach /her/his team to achieve the targets. He must take his team understand that their performance is an individual activity which when taken up as a team will result into achieving the organizations goal.
11. Concern Management: -
Whenever the call is escalated to Manager for resolution of Concerns raised by the beneficiaries and route them to CFMS, then he/she must escalate it to the concern department or manager.
12. Assistance to High authority: -
Process weekly call center leads reports for submission to management
13. Reporting: -
Process weekly call center leads reports for submission to management
14:-Urgent Escalation:-
Oversee and ensure conflict resolution between associates and customers
Operational Roles: -
1. -
Managers should ensure proper shift handling & taking over in an organized manner points to be shared during shift change.
(a)Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
· (B) Establish a high standard for productivity, quality, customer service as well as define user guidelines.
· © Develop company systems for customer interaction and voice response and control the implementation process.
· (d) Summarize, collect and analyse call center trends and data for regular performance reports.
· (e) Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
· (f) Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
· (g) Step in to handle escalated issue resolution and VIP customer service
· (h) Monitor call metrics; track effectiveness in call time, quality and customer experience
2. Monitoring: -
Ensure that all employees follow the company’s best practices for call center management and operations
(a) Performance of ERO’s & TL’s (Communication skills, typing speed, average handling time of call) on a real time.
(b) Cross checking ERO’s Call audits as audit by TL’s.
· © Conduct feedback sessions with team members using recorded calls as learning tools
(d) Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
(e) Authorizing replacements or refunds.
(f) Floor discipline and intradepartmental team behaviour.
(g) Status of concern.
(h)Implementation and usage rate of any technology.
(i) Taking on other tasks or projects to support employees, other managers, and call center operations.
·
3. satisfaction Management: -
Ensure employee satisfaction
4. Guiding Team: -
Manager should guide the team for achieving targets. He must provide separate training for the low performers. He must support the TL’s, ERO & High authority in case of exceptional calls.
5. Coordination:-
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
The Various parameters that are related to ERC are:
-
(a) Total Call offered:-
Total number of attended and unattended calls.
(b) Total call answered:-
Total calls answered by Emergency response officers
(c) Total Head count: -
Total number of ERO’s, TL’s, SME’s, follow-up, OSD, Closer, on the last day of the month excluding associates OJT.
(d) Un attended call:-
Total unattended after 2 rings on 108 incoming line
(e) Total call type wise calls:-
Emergency calls, enquiry call, follow-up calls, appreciation call, concern calls, SNR, SNA Calls, Disconnected calls, prank calls, child calls, and ineffective calls , total number of calls & their timing,
(f) Total call AHT:-
Total call AHT
(g) Total EM call AHT:-
Total EM call AHT
(h) % Attendance:
- Total Head count present divided by the total head count rostered(Excluding absconding cases)
(i) Total head count rostered:
-Total head count planned out of total head count available considering week off, comp off planned leave.
(j) Technology uptime:
- sum of total uptime (Application, Hardware, IT support, system including internet divided by total number of hours.
(k) Productivity of ERO’s:
- Average talk time + hold tome of ERO/450 min.
(J) Accomplishes organization goals by accepting ownership for accomplishing new and different requests
(A) Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
(B)planning and reviewing compensation actions; enforcing policies and procedures.
(K) Other key function: -
managing system and process improvement and quality assurance programs; installing upgrades.
1. Meets call center financial objectives by estimating requirements
2. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees
3. administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
4. reviewing professional publications; establishing personal networks
5. benchmarking state-of-the-art practices; participating in professional societies.
6. Manage and monitor all activities of a call center on a daily basis.
(7) Review results with management and identify training needs
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