Head Call Centre Job in Raffles Educity Theme

Function/Department : Customer Service

Division : Corporate Office

Job Purpose:

The position is responsible for handling Call centre operations, drive revenue, motivate & inspire team, setting up, streamlining and building robust Call centre processes and systems.

The position is also responsible to develop & define targets and goals to ensure Organization meets customer and business needs.

Key Accountabilities :

The position is responsible for:

• To increase and achieve the target number of walk-ins per month
• To drive training of BDE / Tele-callers and achieve the target training man-days of call centre agents
• Work closely with marketing to drive various marketing initiatives, offer and campaigns to create demand or generate leads through missed call mechanism.
• Define and monitor key operations metrics, customer VOCs and provide meaningful insights to drive revenue, quality and improvements.
• Conduct resource planning, recruit agents, coach and provide timely performance feedback.
• Participate in business meetings, submit reports/MIS to management and suggest new ideas and strategies.
• Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team.
• Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Branch Operations team, Training & Quality, and various customer-facing teams.
• Participate in the hiring and onboarding process of BDE / Tele-Callers
• Plan and get the required automation done to improve the overall efficiency of Call centre.

Other Tasks & Activities:

The Tasks & Activities performed by the position holder to achieve assigned accountabilities are as follows:

• Login in to the source and download the numbers to be called on
  • Knowalarty website
  • Dialer (IVR / Cue Calls)
  • Samsung Helpline
• Allocate the calling numbers to the team
• To receive the data on walk ins and visit of students of previous day and identify call centre agent
• To collate the data on calls received and reporting the same to Branch and Operations Head (3 times a day)
• Supervising the team of tele-callers to monitor the daily work progress
• Analysis of the daily calling data and information received
• Training of newly joined call centre agents
• Daily Reporting of calling data for Organization
• Weekly, Monthly Reporting of calling data of all BDE / Tele-callers
• Managing all escalations from the call centre agents and resolving queries
• Co-ordinating with the counsellors for data required, and resolving queries

• English speaking, Punjabi or Hindi
• Immigration service industry / BPO industry

Key Competencies required for the Position:

Key Knowledge &/or Skills required to achieve expected results in this position.

Behavioural:

(5 most Critical Competencies Refer List of Competencies for detailed explanation of each)

• Customer Focus
• Process Orientation
• Business Acumen
• Written and Oral Communication skills
• Leading Teams
• Conflict Management and Resolution

Functional :

• MS Excel
• MIS Reporting
• Knowledge of filing process and documentation
• Knowledge of Call Centre operation metrices