Call Center Manager
Job Description
<p>A Call Center Manager is a professional in charge of hiring, training, and managing staff to execute telesales & customer service-related issues. They set, meet, and exceed goals by providing customers with excellent service and helping motivate their team to do the same.</p><p><br></p><p><strong>Responsibilities</strong></p><p>· Develop objectives for the call center’s day-to-day activities</p><p>· Conduct effective resource planning to maximize the productivity of resources (people, technology)</p><p>· Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)</p><p>· Assume responsibility of budgeting and tracking expenses</p><p>· Hire, coach and provide training to personnel to maintain high customer service standards</p><p>· Monitor and improve ordering, telephone handling and other procedures</p><p>· Evaluate performance with key metrics (accuracy, call-waiting time etc.)</p><p>· Prepare reports for different departments or upper management</p><p>· Assist in the formulation of targets for individuals and teams</p><p>· Answer questions from staff and provide guidance and feedback</p><p>· Anticipate escalation and take over calls when needed</p><p>· Devise ways to optimize procedures and keep staff motivated</p><p><span>· </span>Prepare monthly/annual results and performance reports</p><p><br></p><p><strong>Key Performance Indicators (KPI)</strong></p><p>• Sales per Agent</p><p>• Active Waiting Calls</p><p>• Longest Call Hold</p><p>• Peak Hour Traffic</p><p>• Revenue per Successful Call</p><p>• Average Handle Time</p><p>• Cost per call</p><p><br></p><p><strong>Technical/Behavioural Skills </strong></p><p>• Go Getter Attitude</p><p>• Human Relations and Communication.</p><p>• Self & team Motivation</p><p>• Independent Leadership Skills and coaching ability</p><p>• Innovative in developing and updating scripts based on business needs </p><p><br></p><p><strong>Qualifications</strong></p><p><span class=”ql-cursor”></span>• 3 to 5 years of experience </p><p>• Proven experience as call center supervisor or similar supervisory position</p><p>• Experience in customer service is essential</p><p>• Proficient in English</p><p>• Working knowledge of MS Office</p><p>• Knowledge of performance evaluation procedures</p><p>• Outstanding communication and negotiation abilities</p><p>• A results-oriented approach</p><p>• Excellent organizational and leadership skills</p><p>• Ability to work under pressure</p><p>• Significant Computer skills (MS Office)</p><p>• Excellent English</p><p><br></p>
