InP - Call Center Manager II

Welcome to Fidelity National Information Services, a leading global provider of financial technology solutions. We are currently seeking a highly motivated and experienced Call Center Manager II to join our dynamic team at InP, our innovative customer service center. In this role, you will be responsible for overseeing the daily operations of our call center and ensuring the delivery of exceptional customer service. We are looking for a candidate who is passionate about driving success and has a proven track record in managing and developing high-performing teams. If you thrive in a fast-paced, results-driven environment and have a strong background in call center management, we encourage you to apply.

1. Manage and oversee the daily operations of the call center, including call volume, staffing, and scheduling.
2. Ensure the delivery of exceptional customer service by monitoring call quality and providing coaching and feedback to team members.
3. Develop and implement strategies to improve call center efficiency, productivity, and customer satisfaction.
4. Monitor and analyze call center metrics to identify areas for improvement and implement corrective actions as needed.
5. Hire, train, and develop a high-performing team of call center representatives.
6. Create and maintain a positive and motivational work environment for call center staff.
7. Collaborate with other departments to ensure seamless communication and coordination of operations.
8. Develop and maintain call center policies and procedures to ensure compliance with company standards and regulations.
9. Stay updated on industry trends and best practices in call center management to continuously improve processes and operations.
10. Maintain a high level of professionalism and represent the company positively to customers and employees.
11. Conduct regular performance evaluations and provide ongoing coaching and feedback to team members.
12. Manage and monitor budget and expenses related to the call center operations.
13. Proactively identify and address any issues or challenges that may arise in the call center.
14. Communicate and report regularly to upper management on call center performance and progress towards goals.

According to JobzMall, the average salary range for a InP - Call Center Manager II in Gurugram, Haryana, India is between ₹1,200,000 - ₹1,800,000 per year. This may vary depending on the specific company, level of experience, and other factors.

Fidelity National Information Services, Inc. is an American international provider of financial services technology and outsourcing services. The company offers solutions in retail and enterprise banking, payments, capital markets, asset and wealth management, risk and compliance, treasury and insurance.