Job Details
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Job Description
- Train onboard and new Call Center agents.
- Provide coaching and assistance to call center agents on an ongoing basis
- Process weekly sales leads reports for submission to management
- Oversee and ensure conflict resolution between associates and customers.
- Ensure that all employees follow the company’s best practices for call center management and operations
- Motivate and encourage agents through positive communication and feedback, and educate call center agents about the new updates.
- Communicate company goals to associates so every employee understands his or her role
- Conduct periodic surveys of customers and potential customers to ensure quality control
Job Requirements
Education
- Bachelor Degree
Skills:
- 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
Experience
- 6+ years’ experience in telemarketing or an outbound call center environment
