Call Center Manager

Department Mission
  • 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
  • Life insurance for you and your family members
  • Work remotely in the comfort of your home
  • Free Gym membership so you can stay in shape
  • Fun and Energetic weekly team bonding events
  • etc.

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