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Build an experience for customers which leads to satisfaction. Advocate for customers in company-wide decisions. Assists in company branding in overall.
Role
As a Call Center Manager you are about to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive. As a excellent call center manager you must be an organized, reliable, and results-driven professional.
Authority
Leading customer satisfaction department
Day-to-day decision making upon strategies
Create effective customer service SLAs, procedures, policies, and standards.
Hire and train new customer service agents.
Set key performance indicators and incentive plan
Responsibility
Mapping the customer’s journey and overseen the funnel and bottlenecks
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Collect and analyze call-center 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, call-waiting time, etc.)
Prepare reports for different departments or upper management
Communicate company goals to associates so every employee understands his or her role
Conduct periodic surveys of customers and potential customers to ensure quality control
Over watching and coaching projects and implementation on customer segmentations,..
Requirements
Bachelor’s Degree in Marketing, Business or Communications, MBA is preferred
6+ years of experience in telemarketing or an inbound call center environment
Familiarity with ticketing software systems (MS CRM preferred)
Excellent communication, management, interpersonal and leadership skills required
-Ability to work overtime as necessary to meet quotas and guide team
-English literacy is a key to the job.
Benefits
It's always a good idea to include the benefits of the job the company will provide such as:
Flexible hours to give you freedom and increase productivity
