Chat Process Voice Chat Process WFH

Job brief

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and costeffectiveness. You will also ensure that technology is utilized to a maximum and that staff is wellorganized and productive.

An excellent call center manager must be an organized reliable and resultsdriven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities

• Develop objectives for the call center’s daytoday activities
• Conduct effective resource planning to maximize the productivity of resources (people technology etc.)
• Collect and analyze callcenter statistics (sales rates costs customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering telephone handling and other procedures
• Evaluate performance with key metrics (accuracy callwaiting time etc.)
• Prepare reports for different departments or upper management

Requirements

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (costeffectiveness costbenefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problemsolving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus