Manager- Call center for Admission Counselling - #977875


Date: 2 days ago
City: Pune, Maharashtra
Contract type: Full time

Manager- Call center for Admission Counselling, is responsible for managing the performance of a team of Education Counsellors who deal with our potential students. We are looking for an experienced team manager to manage our team and provide effective guidance. The individual will be responsible for supervising, managing and motivating team members daily.

Reports to: Associate Director-Admissions

Roles and Responsibilities:

  • The Manager should understand and monitor the relevant KPIs (Key Performance Indicators) of individual performance and team performance.
  • He/She should proactively highlight and act for poor performance & reward exceptional performance.
  • Creating an inspiring team environment with an open communication culture
  • He/She should be able to set clear team goals in accordance with University Guidelines and performance parameters.
  • The individual should work in a way that is conducive to required deadlines.
  • Oversee day-to-day operations, monitor team performance and report on metrics, discover training needs and provide coaching, listen to team members’ feedback and resolve any issues or conflicts.
  • Individual should be able to suggest and organize team-building activities.
  • Willingness to pick up the Phone and take up Customer/Candidate escalations and resolve them when a team member needs assistance with escalated / non-standard calls/emails/chats etc.
  • Random audit of inbound & outbound calls and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to university policies and procedures.
  • This individual will assist in developing, creating, and implementing call center quality/queue management processes and procedures; as well as making recommendations for enhancements to training materials.
  • Maintains the Standard Operating Procedures, FAQs and other Documents required for effective team management & queue management.
  • Performs call monitoring and provides trend data to management team.
  • Handling of MIS database of department
  • Maintenance of Documentation / Records
  • Coordinate and do necessary follow up with Faculty Coordinators for required information, as and when necessary and impart updates to the team.
  • Any other functions or duties that may be assigned from time to time.

Requirements Essential Skills:

  • 6 years Call Center Experience in a must with at least two years in Supervisory/Managerial role.
  • Excellent verbal, written and interpersonal communication skills.
  • Outstanding customer service skills and dedication to providing exceptional customer care.
  • Must be self-motivator and self-starter.
  • Focus on quality and customer service.
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Ability to multitask and successfully operate in a fast paced, team environment.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be proficient with Microsoft Office (Intermediate Word, Excel and PowerPoint)
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