We are looking for a skilled Call center manager 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 are well-organized and productive.
An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.
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Develop objectives for the call center’s day-to-day activities
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Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
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Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
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Assume responsibility of budgeting and tracking expenses
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Hire, coach and provide training to personnel to maintain high customer service standards
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Monitor and improve ordering, telephone handling and other procedures
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Evaluate performance with key metrics (accuracy, call-waiting time etc.)
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Prepare reports for different departments or upper management
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Proven experience as call center manager or similar position
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Experience in customer service is required
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Knowledge of performance evaluation and customer service metrics
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Solid understanding of reporting and budgeting procedures
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Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
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Proficient in MS Office and call center equipment/software programs
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Outstanding communication and interpersonal skills
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Excellent organizational and leadership skills with a problem-solving ability
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Positive and patient
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High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
