Cafe Desire - Manager - Call Center

Job Summary :

We are seeking a highly organized and result-driven Call Center Manager (age below 35 years) to lead and manage our call center operations. The ideal candidate will be responsible for supervising the day-to-day activities of the call center team, ensuring performance targets are met, and delivering an exceptional customer experience across all touchpoints. The role requires strong leadership, team management, and data-driven decision-making capabilities.

Key Responsibilities :

1. Supervise and manage daily operations of the call center including inbound and outbound teams.

2. Set performance goals and KPIs for the team and ensure consistent achievement.

3. Monitor calls and provide constructive feedback to improve service quality.

4. Conduct regular team meetings, coaching, and performance reviews.

5. Prepare reports on team performance, call metrics, and customer feedback.

6. Coordinate with internal departments for smooth resolution of customer issues.

7. Handle escalated calls and ensure prompt issue resolution.

8. Help in Recruit, train, and onboard new call center agents as needed.

9. Implement best practices and process improvements to increase productivity and efficiency.

10. Ensure adherence to company policies, scripts, and quality Bachelors degree in any discipline; additional certification in customer service is a plus.

2. Minimum 8 years of experience in a call center, with at least 5 years in a team lead or managerial role.

3. Strong communication and interpersonal skills.

4. Proven ability to lead and motivate a team to achieve targets.

5. Knowledge of call center software, CRM tools, and reporting systems.

6. Excellent analytical and problem-solving skills.

7. Ability to work under pressure and manage stressful situations calmly.

8. Strong customer focus with a passion for delivering excellent service.

9. Age must be below 35 years.

10. Proficiency in MS Office, especially Excel and reporting dashboards.

Why Join Cafe Desire?

• A Culture of Growth : We believe in nurturing talent and providing continuous learning opportunities. Whether its skill enhancement, career progression, or leadership development, we empower our employees to reach their full potential.
• Work with a Market Leader : Cafe Desire is a trusted name in the beverage vending industry, serving thousands of customers across industries. By joining us, you become a part of a brand that is respected, innovative, and growing rapidly.
• Recognition & Rewards : We celebrate our employees achievements, big and small. Our performance-driven culture ensures that your hard work is recognized and rewarded.
• A Supportive Team : We foster a collaborative and positive work environment where teamwork, respect, and mutual support are at the core of our success.
• Bringing Joy in Every Sip : As part of Cafe Desire, you'll contribute to enhancing workplace experiences for countless businesses by delivering high-quality products and excellent customer service.
• Career Growth Opportunities : We don't just offer jobs; we offer careers! If you're looking for stability, career advancement, and a company that values your ambitions, you've come to the right place.
• Be Part of Something Bigger : Join Cafe Desire and be part of a mission to redefine the way people enjoy their beverages, one cup at a time!

About the Company :

ref : iimjobs.com)