Position Title: Call Center – Manager

Job Location: Noida

Department: After Sales & Service

Reports To: After Sales – Head

Company Overview

Since 1969, Hisense have been striving to push the boundaries of innovation, working tirelessly on the research and development of electrical products for the home. It’s this dedication to developing and producing cutting edge technology that has seen us become one of the world’s leading electronic manufacturers and the No.1 TV brand in various countries. For 5 decades Hisense have been committed to developing innovations in consumer electronics. Today, we are world’s leading electronic manufacturers. Hisense has built 54 overseas companies and offices, and we also utilise 5 high-end international production facilities in Europe, Central America and South Africa, as well as boasting 18 research & development centres worldwide. Hisense is selling products in 160+ countries. Starting from the naming rights of Hisense Arena in the Australian Open in 2008, Hisense has started a long-term sports association in line with its global brand image.

Hisense India vision

Hisense India’s vision is to become an aspirational premium brand offering top notch products and solutions which enhance consumer delight and make their life better. Hisense India brings to India its wide range of consumer electronics and home appliances like QLED TVs, UHD TVs, Smart TVs, Intelligent Wi-Fi ACs & Refrigerators. It will continue to expand this portfolio in the coming years.

Key duties & responsibilities

  • Management of Call-Center Operations.
  • Daily KPI achievement for Call-Center (SL, AL, ACHT).
  • High focus on Escalations.
  • Monitor Quality of associates and Calls.
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members.
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents.
  • Conduct regular review of all call-center agents performance and organize training sessions for under performers.
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the call-center.
  • Coordination with field service, sales and other team members, and reporting.
  • 2-3 Days in Office (Noida) 2-3 Days on site (Gurgaon).

What are we looking for

  • At least 5 + years in managing customer service and Call-Center.
  • Self Driven and Team player.
  • Structured way of working.
  • Self-motivated, self-driven with a problem solving attitude.
  • Team handling ability.

Qualification & experience

  • Total experience required : 5 years+.
  • Work experience in multinational environment is referred.
  • Qualification – Graduate (B. Tech would be preferred)
  • Hands on experience with MS Office, exposure to ERP (SAP).

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