We're looking for an experienced Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent, and that staff is well-organized and productive.
An excellent call center manager must be an organized, responsible and results-driven specialist. They must have a rational 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 superior customer service and communication skills.
The goal is to do everything possible to accomplish goals and achieve great results for our company.
Develop objectives for the call center’s day-to-day activities
Direct efficient 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 for budgeting and tracking expenses
Hire, mentor and provide training to personnel to maintain high customer service standards
Monitor and adjust ordering, telephone handling, and other procedures as needed
Assess performance with the principal metrics (accuracy, call-waiting time, etc.)
Prepare reports for different departments or upper management
Some Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient