Call Center Manager (COD) Operations J167

 We are looking for a Call centre Manager who Oversees daily call centre operations for Cash on Delivery (COD) orders, leads a team of agents, ensures excellent customer service and achieves key performance goals. and also analyzes data, identifies areas for improvement, and develops strategies to enhance efficiency and customer satisfaction.

•  Experience working in international markets.
• Proficiency in CRM software and call centre tools.
• Multilingual skills (specify languages if required).
• Supervise and manage call centre operators, ensuring adherence to
  company policies and procedures
• Monitor critical KPIs, including, Upsell Rate, Approval Rate.
•  Ensure all customer interactions reflect the company’s values and
  brand image.
• Prepare regular reports detailing team performance, challenges, and
  opportunities for improvement.
•  Ensure the call center complies with all regulatory requirements,
  company policies, and best practices for COD operations.

Qualifications

• Proven experience managing a call center or customer service team,
  preferably in COD or e-commerce.
• Strong leadership skills with the ability to motivate and inspire teams.
• Experience with KPIs such as upsell rates, approval rates, and lead
  conversion.
• Excellent communication and interpersonal skills.
• Analytical mindset with a focus on performance improvement

Competitive salary,

Performance-based bonuses, and

Benefits

Describe a situation where you had to motivate a team of call center agents to improve their performance. What specific strategies did you use, and what were the results?