Job Details
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Job Description
Specific Responsibilities:
- managing the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
- doing needs assessments, performance reviews and cost/benefit analyses
- setting/meeting performance targets for speed, efficiency, sales and quality
- ensuring all relevant communications and data are updated and recorded
- liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- maintaining up-to-date knowledge of industry developments and involvement in networks
- monitoring random calls to improve quality, minimize errors and track operative performance
- reviewing the performance of staff, identifying training needs and planning training sessions
- handling the most complex customer complaints or inquiries
- organizing shift patterns and the number of staff required to meet demand
- coaching, motivating and retaining staff
- Set, achieve Monthly and Annual Targets
- coordinating bonus, reward and incentive schemes
- forecasting and analyzing data against budget figures on a weekly and/or monthly basis
Job Requirements
Professional Qualifications:
- 8+ years’ experience in related field
- Experience with tourism and Traveling required;
- Fluency in written and spoken English with strong drafting skills.
- Skilled in MS Office Suite, including Word, Excel, Outlook, PowerPoint, and Internet.
Education:
- Bachelor's degree
Personal Competencies:
- Demonstrated strengths in financial management with a strong client service focus;
- Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions;
- Good interpersonal skills and ability to work smoothly in a multi-cultural environment while building good teamwork spirit.
- Ability to communicate sensitively and effectively across different constituencies.
- Communicative and dynamic/skilled in obtaining information from staff and/or external clients and potential ones as necessary to accomplish duties.
