Manager IVR Operations
Job Location:
Monthly Salary:
Posted on:
22 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Key Responsibilities:
The IVR Lead will be responsible for managing inbound and outbound customer calls
ensuring timely response to customer queries and maintaining the quality of communication.
The person will supervise the IVR/calling team and ensure that all leads complaints
queries booking-related calls and follow-ups are handled properly.
They will be expected to prepare daily call reports lead status reports query resolution
reports and escalation summaries for the management. The candidate should be able to
track missed calls pending follow-ups customer complaints booking enquiries and
coordination requirements with different departments.
They will also coordinate with the front office operations marketing and management
teams to ensure smooth information flow. For example if there is a customer enquiry
regarding bookings packages party plans school visits corporate bookings or group
events the IVR Lead should ensure the information reaches the right team and proper
follow-up is done.
The person should be able to train and guide the IVR team on call etiquette customer
handling query resolution and basic brand communication. They should also ensure that
the team maintains proper discipline call logs response timelines and customer service
standards.
Required Skills:
The candidate should have strong communication skills team management ability customer
handling experience reporting discipline and basic knowledge of CRM/call tracking
systems. They should be comfortable working in a fast-paced environment and should be
able to handle escalations calmly and professionally.
Preferred Candidate Profile
We are looking for someone who is structured responsible calm under pressure and
capable of leading people. The candidate should understand that this role is not just about
answering calls but about creating a smooth customer communication system for the brand.
