Manager – International Call Center

About the Company:

Futuristic Giga Tech Pvt. Ltd (FGT) is a fast growing KPO was established in 2010 and is headquartered out of Bangalore, India. An end-to-end solutions provider servicing clients across the globe in various verticals including Healthcare, Finance, Banking, HR Support, Retail and Voice support services.

Website: www.futuristicgigatech.com

Salary: INR 4 LPA - 4.5 LPA

Experience: 2 - 5 years

Job Location: Bangalore

Tentative Date of Interview: will be communicated post registration window is closed

Tentative Date of Joining: Immediate

Job Description:

-Lead and manage the team, including hiring, mentoring, and professional development, and work with senior management during the budgeting process.

-Analyzes team workload and activity to drive efficiency.

-Mentoring of call center team members

-Develop data collection plans and data quality assurance plans for call center team.

-Supervises call center teams including setting targets, overseeing execution.

-Assist in measuring call center performance using call logger data.

-Manage the shift/queue as Manager and monitor queue to provide desired productivity and effective.

-Coordinating with the client on process related issues and updates.

-Ensure profitability of the process.

-Preparation of budget and process manpower count

-Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.

-Optimum utilization of resource to meet productivity

-Recommends new ideas for improvement in work processes within the Call Centre, to provide excellent customer service

Skills Required:

-Should have experience in handling the international call center process in the Managerial position

-Should have prior experience of handing a team.

-Proactively initiate key process improvement activities.

-Prepare Review Dashboard for Internal and Client

-Experience of leading call center operations preferable

-Knowledge of MS Office with advanced excels skills.

-Ability to communicate effectively with people at all levels of the organization and other stakeholders like government and development partners

-Strong in documentation, writing and presentation skills

-Strong interpersonal skills necessary for supervision and mentoring

Interview Process:

-Operations Manager

-HR