Call Center Manager

Job Description

Location: Khajaguda, Hyderabad, Telangana, India SHIFT 1: 8 PM TO 4 AM SHIFT 2: 2 AM TO 10 AM Company: Zymo Solutions About Us: Zymo Solutions is a dynamic and customer-focused organization dedicated to providing exceptional service and support. We are expanding our team and looking for a skilled Call Center Manager to lead our new call center operations. Job Description: We are seeking a highly motivated and experienced Call Center Manager to oversee the daily operations of our new call center. The ideal candidate will have a strong background in customer service, team leadership, and process improvement. Responsibilities: Supervise and manage the daily operations of the call center team. Develop and implement operational policies and procedures. Set performance targets and monitor staff performance. Handle escalated customer complaints and inquiries. Recruit, train, and onboard new call center employees. Conduct regular team meetings to discuss performance and updates. Ensure compliance with data protection rules and other legal regulations. Generate and present performance reports to upper management. Work closely with other departments to ensure consistent customer service and satisfaction. Identify areas of improvement and propose effective solutions. Requirements: Proven experience as a Call Center Manager or similar role. Strong customer service and communication skills. Experience in team leadership and staff training. Knowledge of relevant computer programs and equipment. Ability to analyze data and generate reports. Excellent organizational and problem-solving skills.