OPPO India
Location
Gurgaon | India
Job description
Key Responsibilities: • Creating and implementing operational strategy, sourcing equipment/s and managing other aspects of the call centre’s daily operation • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) • Developing objectives for the call center’s day-to-day activities • Monitoring random calls to assess and improve the quality of staff performance • Hire, coach and provide training to personnel to maintain high customer service standards • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives • Handling and resolving complex customer complaints
Education: B.Tech Or MBA (Full Time) Experience: 8-10 years of experience in Call Centers and minimum 3 years in managing a Call Centre Desired Competencies: • AI & Self-Service experience will be preferred. • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. • Knowledge of management principles and familiarity with company products, services, and policies. • Strong coaching and leadership skills, ability to motivate employees. • Decisiveness and attention to detail. • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.Job tags
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