GM - Call Center Operation - Real Estate Developer

ProEdge Services
  • Noida
  • Confidential
  • 12-15 years
  • Views
  • 04 Sep 2018

  • Customer Service

  • Construction/ Real Estate
Job Description

GM -Call Center Operation - Real Estate Developer- Noida One of the most prominent high-rise residential real estate development companies based out of NCR with the legacy of successfully delivering millions of sq ft of real estate. Their developments command a significant premium due to their commitment to quality and timeliness. Designation: GM/DGM Reporting To: Head Sales & marketing Responsibilities: Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; 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. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Candidate Background -Minimum experience of 12 years Proven track record of heading a call centre Experience of setting up a call centre Leadership skills and a strong communicator Good academic background

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