Job Description
Job Details
- Company: XELLION
- Job Type: Full Time
- Location: Colombo, Sri Lanka
About the Role
We are seeking an experienced and results-driven Call Center Manager to lead and manage our call center operations. The ideal candidate will be responsible for overseeing the team, improving performance, ensuring service quality, and achieving business objectives through effective leadership and strategic planning.
Requirements
- Fluency in Hindi is mandatory.
- Good communication skills in English (spoken and written).
- Minimum 2-3 years of experience in call center management, telesales management, or a similar leadership role.
- Proven experience managing sales teams and achieving performance targets.
- Sound knowledge of the Forex market, trading concepts, and financial products is required.
- Strong leadership, communication, negotiation, and problem-solving skills.
- Ability to analyze performance reports and implement improvement strategies.
- Proficiency in Microsoft Office applications and CRM systems.
- Ability to work under pressure and manage a target-driven environment.
Key Responsibilities
- Manage and oversee daily call center operations.
- Lead, motivate, and manage a team of telesales executives.
- Set performance targets and monitor team productivity, sales results, and service quality.
- Develop and implement strategies to improve customer engagement, sales conversion, and operational efficiency.
- Monitor call quality, provide coaching, and conduct regular performance reviews.
- Prepare and analyze daily, weekly, and monthly performance reports for management.
- Handle escalated customer issues and ensure timely resolutions.
- Train and mentor new team members on company procedures, communication standards, and sales techniques.
- Ensure compliance with company policies, processes, and industry standards.
- Coordinate with other departments to improve workflow and achieve company goals.
Benefits
- Attractive salary package (negotiable based on qualifications and experience).
- Performance-based incentives.
- Career growth and development opportunities.
- Professional and supportive working environment.