Call Center Manager

– Managing the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
– Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
– Doing needs assessments, performance reviews, setting/meeting performance targets for speed, efficiency and quality
– Ensuring all relevant communications and data are updated and recorded
– Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
– Monitoring random calls to improve quality, minimise errors and track operative performance
– Coordinating staff recruitment, writing job adverts and working with HR staff
– Reviewing the performance of staff, identifying coaching needs and planning coaching sessions
– Recording statistics, user rates and the performance levels of the center
– Preparing reports on these statistics, rates and performance levels
– Handling the most complex customer complaints or enquiries
– Organizing shift patterns and the number of staff required to meet demand
– Motivating and retaining staff
– Taking on other tasks or projects to support employees, other managers, and call center operations.
– Ensuring staff members are achieving desired service levels and taking corrective action, as needed
– Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
– Perform ad-hoc tasks assigned and report to Customer Experience Center Director

Education: University Graduated up
Experience
+ At least 3 years’ experience in a similar position
+ Performance Management background
+ Ability to multitask, remain calm, perform critical analysis and propose solutions under pressure, especially during peak hours or intense situations.
+ Knowledge of management principles and familiarity with company products, services, and policies.
+ Strong coaching and leadership skills, ability to motivate employees and communicate effectively with all levels in the organization
+ Proficiency with necessary technology, including computers, software applications, phone systems, etc.
+ Polite, professional phone voice.
Languages: Highly advanced communication and writing skills in English