Head of Call Center - Jaipur, India - Dream Jobs Global

Description

Role and Responsibilities

• Manage the daily operations of the call center, ensuring quality and efficiency standards are met
• Monitor and evaluate the performance of the tele callers and team leaders, providing feedback, coaching, and training as needed
• Ensure compliance with company policies, procedures, and regulatory requirements
• Handle escalated customer issues and complaints, resolving them in a timely and professional manner
• Analyze call center metrics and reports, identifying areas of improvement and implementing action plans
• Drive sales of Loan products (home, MSME, Gold) and insurance products (health/motor/life) through outbound tele sales campaigns, meeting and exceeding sales targets
• Collaborate with other departments and stakeholders to ensure smooth and effective communication and coordination
• Recruit train, and motivate new and existing staff, creating a positive and productive work environment
• Open to work in either Jaipur or Mumbai, depending on availability and business needs

Preferred Candidate Profile

• Proven experience as a Call Centre Head or a similar role in the telesales industry
• Team handling experience is mandatory, with the ability to lead, motivate, and inspire a large and diverse team
• Excellent communication, interpersonal, and customer service skills
• Strong knowledge of insurance products (health/motor/life) and sales techniques
• Proficient in MS Office, CRM software, and call center systems
• Highly organized, analytical, and problem-solving skills
• Ability to work under pressure and handle multiple tasks and deadlines
• Bachelor's degree in business, marketing, or a related field