Call Center Manager

About the Job

• Distributing and supervising the functions of the call center.
• Make sure the customer response process proceeds quickly.
• To respond to important inquiries or complaints that the call center administrator is not able to respond to.
• Contact relevant departments to access customer complaint suppall solutions.
• Review complaints received periodically.
• Evaluating performance using basic metrics such as accuracy, call waiting time, customer satisfaction ... And so on.
• Recruit and train staff to maintain quality standards for the customer service department.
• Make reports on customer satisfaction and opinions about the service and what should be improved later.
• Make reports on the performance of the employees of the call center and ensure the progress of the work in accordance with the management plan of the required quality.
• Make reports on the monthly target assessment for each employee on a daily, weekly and monthly basis.
• Make special reports on the disbursement of collection commissions and monthly target incentives.
• Responsible for allocating late customers to customer service employees.

Job Requirements

• Communication skills
• Accuracy
• The ability to solve problems
• Evaluation ability
• The ability to follow up
• The ability to distribute tasks