A Reputed Company

CEO for Call Center

A Reputed Company

CEO for Call Center

Executive Search Service of merojob specializes in recruiting best fit candidate for the client organization in various industries. We are also involved throughout more of the hiring process, conducting detailed interviews and presenting candidates to the client organizations selectively. Our process, involves analyzing the need of roles, screening and approaching right candidate, conduct preliminary interviews, facilitating the overall process from interview to selection.

Please be assured that your information are strictly kept confidential with merojob (Executive Search) and any details of your application shall only be shared to client only after proper consent.

Executive Search Service of merojob specializes in recruiting best fit candidate for the client organization in various industries. We are also involved throughout more of the hiring process, conducting detailed interviews and presenting candidates to the client organizations selectively. Our process, involves analyzing the need of roles, screening and approaching right candidate, conduct preliminary interviews, facilitating the overall process from interview to selection.

Please …

CEO for Call Center

Views: 655 | This job is expired 6 years, 2 months ago

Basic Job Information

Job Category : General Mgmt. / Administration / Operations > Operation/ Plant management, Communication/ Public relation/ Media
Job Level : Top Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu, Central Development Region, Nepal
Offered Salary : NRs. 150,000.00 - 250,000.00 Monthly
Apply Before(Deadline) : Feb. 25, 2018 18:30 (6 years, 2 months ago)

Job Specification

Education Level : Under Graduate (Bachelor)
Experience Required : More than or equal to 5 years
Other Specification
  • Excellent communication (oral and written) and presentation skills
  • Outstanding organizational and planning abilities
  • Specialized in public relations, communications or relevant field
  • Demonstrated ability to provide leadership and management at a senior level,
  • preferably with experience in customer service/ call center related activities, financial
  • sector, information technology, computer system or institution carrying out such activities
  • High-level written and oral communication skills in Nepali, English and Hindi.
  • Performed high-level conceptual and analytical skills including an ability to interpret business performance, financial and human resources data
  • Demonstrated superior skills in documentation, presentation, negotiation, collaboration and consultation
  • Proven ability to drive organizational change and service system reform in a complex environment working with diverse stakeholders
  • Significant experience in the ability to lead, manage and work collaboratively in a team environment, contribute to and encourage a culture of team work and service delivery and take a shared responsibility for achieving results
  • Experience in public speaking and working with the media
  • Experienced in laws and regulations related to call center business
  • Experienced in software and application architecture

Job Description

  • Sets business direction, develops, implements and oversees operational models of call center to meet the unique needs and business requirements
  • Develops and implements operational policies to guidelines of the Company within any limits prescribed by the Company’s By-Laws and the framework of the strategic directions approved by the Board
  • Confirms all operational activities conform with the system and policies for all programs in call center
  • Owns accountability for reporting metrics, accuracy, and timeliness
  • Develop a strategy / business plan to expand customer/client base and drive revenue; profitability
  • Identifies and resolves technical, operational and organizational problems inside and outside
  • Manages and oversees the required interfaces between the Company and the public
  • Develop business plan, informs and advises management regarding current trends, problems and activities to improve operational performance and enhance growth
  • Develop and implement strategy to enhance brand and goodwill of the company
  • Direct and monitor all the activities of the Company in a manner that ensures that the
  • assets of the Company are safeguarded and optimized
  • Provides leadership to and is accountable for collaborative relationships with clients, across adequate service offerings, optimum results, eliminate abrasion and receivables
  • Ensures the performance and direction of staff, along with career growth plans and required training & developments for staff.
  • Maintains a positive work climate that is conducive to attracting, retaining and motivating a diverse group of top quality employees at all levels and builds positive and productive culture in the workplace by listening to employee opinions, making adjustments, and recognizing the teams' accomplishments.
  • Ensures that appropriate personnel and systems are in place for the integrity and adequacy of the Company’s internal control, disclosure control and management information systems.
  • Develop a proper system regarding personnel evaluation, rewarding, recruitment and punishment
  • Take a lead to increase employee retention and ensure backup arrangements for smooth and uninterrupted functioning of business.
  • Regularly report and recommends to the BOD about plan, operation and progress and advise the Board of any matter which could have a substantial impact on the Company
  • Oversee and guide formulation of targets for both individuals and teams and review performance report, so as to ensure they produced desired result to avoid penalty
  • Identify areas of under-performance and create performance improvement plans
  • Identify, set, compare and improve own call center’s KPI from market and to ensure KPIs are met or exceeded
  • Measures call center ability to deliver on the promise made in Service Level
  • Agreement (SLA), if any deviation, investigate reasons and take corrective action
  • Find ways to better FCR(First call Resolution) rate , call abandonment rate, staff schedule adherence, average call handling time , transfer rate, hold time, customer satisfaction etc
  • Develop a system to ensure quality-monitoring programs to measure staff
  • performance against phone etiquette, knowledge and professionalism and adherence
  • to procedures.
  • Ensure customer satisfaction through analysis of call abandoned, answered and average speed to answer, FCR(first call resolution), etc
  • Develop mechanism to measure Operational efficiency and pinpoint any issues related to staff occupancy, average handling time, call transfer rate, cost per call, etc
  • Perform cost benefit analysis by measuring key part cost : cost per contact, staff attrition, staff absenteeism, etc and reducing the cost to serve
  • Developing the system to maintain call statistic report like calls received, attained, query, complaint etc, and reviewing in regular interval
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

This job has expired.

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