Call Center Manager

- Inbound centres - receive calls and emails from customers and clients, e.g. Queries, requests, orders and complaints.

- Outbound centers - contact potential customers and clients with the aim of gathering information or selling a product.

- Develop objectives for the call center’s day to day activities.

- Conduct effective resource planning to maximize the productivity of resource (people and technology).

- Collect and analyze call center statistics (sales rates, costs, customer service metrics).

- 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, call waiting time.

- Prepare reports for different departments or upper management.

- Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.

- Carrying out needs assessments, performance reviews and cost/benefit analyses.

Setting and meeting performance targets for speed, efficiency, sales and quality

- Ensuring all relevant communications, records and data are updated and recorded

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.

- Maintaining up-to-date knowledge of industry developments and involvement in networks

- Monitoring random calls to improve quality, minimize errors and track operative performance;

- Coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff.

- Reviewing the performance of staff, identifying training needs and planning training sessions

- Recording statistics, user rates and the performance levels of the center and preparing reports

- Handling the most complex customer complaints or enquiries

Requirements

- Master Degree 

- More than 5 years experience in related field.

- Professional Skill Required : Communication, Leadership.

- Excellent communication skills.

- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

- Leadership skills and the ability to motivate and develop staff

- A desire to help others work towards targets and develop their skills

- Confidence and a good business sense.

- The ability to set, meet and exceed targets.

- A focused and self-motivated approach to work.

- The ability to manage change.