Call Centre Manager

Job Overview

Job Description

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
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

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