Call Center Manager
Emdad -
Riyadh, Saudi ArabiaPosted 5 years ago301Applicants for1 open position
- 10Viewed
- 4In Consideration
- 1Not Selected
Job Details
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Job Description
- Develop objectives for the call center’s day-to-day activities
- Conduct effective 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 of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- 5 – 7 years of experience in the same field , at least 3 of them as a call center manager
- 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.)
