Contact Center Manager
Date: 29 Nov 2023 Location: New Delhi, South Asia, IN Company: British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021\xe2\x80\x9322 we reached 650 million people.
Role Purpose
To build a highly performing Contact Centre team that delivers quality and efficient customer experience across British Council English Language Teaching and Library services and meets British Council Key Performance Indicators (KPIs), business targets and objectives. The Contact Team handles not only telephone calls but also other communication channels, such as e-mail, live-chat and social media.
To manage the customer management and sales function in the delivery of Teaching Centre and Library sales targets and KPIs as defined in the as per agreed Service Level Agreement.
Main Accountabilities:
Strategic accountabilities
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