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Head Call Centre

11 - 15 YearsDelhi NCR

Posted: 13 days ago

Job Description

Call Center Head
Experience : 9 15 years
Job Purpose: Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Job Duties:
To look after entire 300 seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
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.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Skills/Qualifications: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence
Salary not a constraint for the right candidate.
Prerequisites:
Experience in Outbound call centre sales process 6 8 yrs
Females preferred
Min number of agents handled : 125 - 150


Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Role: Head/VP/GM-Operations
Employment Type: Permanent Job, Full Time
Keyskills:

Desired Candidate Profile

Please refer to the Job description above

Company Profile

FRANKFINN AVIATION SERVICES PVT. LTD
Frankfinn Aviation Services Pvt. Limited is a Private Limited Company registered under the Companies Act, 1956 and was incorporated in January 1993. Frankfinn Institute of Air Hostess Training [FIAT], Frankfinn Management Consultants [FMC], First Impression, Frankfinn Corpexcel, K5 Security, Frankfinn Entertainment and the Frankfinn Institute of Modeling and Acting [FIMA] are divisions of Frankfinn Aviation Services Pvt. Ltd. Frankfinn Entertainment also produces feature films.

Frankfinn Aviation Services is a leading brand name in Vocational Training, and is
one of the largest Indian company that has its presence throughout India. Frankfinn also operates in Dubai, Mauritius and Hong Kong.

Owing to its powerful presence in the area, ICM, an Institute of repute in UK, has chosen Frankfinn as its Training partner, with an exclusive worldwide tie up.
On the home front, Frankfinn is an approved training partner of National Skill Development Corporation (NSDC) in India, which is a Public Private Partnership under the Ministry of Skill Development & Entrepreneurship, Govt. of India.
Frankfinn students / alumni are working in top most organisations like Emirates Airlines, Oman Air, Etihad Airways, Singapore Airlines, Malaysia Airlines, Yemen Airways, Qatar Airways, Air Arabia, Royal Jordanian, Lufthansa, British Airways, VISTARA, Air Costa, Air India, Jet Airways, Indigo, Go Air, Spicejet, Leela group, Oberoi Group, Taj palace, Hyatt, Shangrila, Radisson, intercontinental hotels group, J W Marriott, Ginger Hotels, Trident Group , Travel Port, Make My Trip, SOTC, Qatar duty free and many many more.
The company has been repeatedly featured in Limca book of Records for the Highest Cabin Crew Placements, year after year.
In terms of the growth rate, the company has a bright future. The Civil Aviation Industry has bought in low-cost carriers (LCCs) and given the market a green flag.
India's civil aviation industry is on a high-growth trajectory. India aims to become the third-largest Aviation market by 2020 and the largest by 2030. According to data released by the Department of Industrial Policy and Promotion (DIPP), FDI inflows in air transport (including air freight) between April 2000 and December 2015 stood at US$ 612.53 million. The recent news in the Aviation policy gives a major boost to the Aviation & Hospitality Industry. There is also now provisional 100% FDI allowed in Airlines where government has raised foreign direct investment (FDI) limit in scheduled commercial airlines to 100 per cent from 49 per cent.
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Contact Company:FRANKFINN AVIATION SERVICES PVT. LTD

Reference Id:Call Centre Head