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Job Description
- Determines call center operational strategies by conducting needs assessments Performance reviews, capacity planning, and cost/benefit analyses
- Identifying and evaluating state-of-the-art technologies, defining user requirements, Establishing technical specifications, and production, productivity, quality, and customer-service standards
- Contributing information and analysis to organizational strategic plans and reviews
- Maintains and improves call center operations by monitoring system performance
- Identifying and resolving problems
- Preparing and completing action plans
- Completing system audits and analyses
- Managing system and process improvement and quality assurance programs and installing upgrades
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees
- Administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Planning and reviewing compensation actions; enforcing policies and procedures
- Ensure optimum staffing, development and retention always to support the Company’s growth
- Identify training needs of existing staff to support the Company’s strategy and to ensure the yearly Objectives will be achieved
- Identify and support staff mentoring needs ensuring the support is given in a timely manner and effective in the results
- Review the succession plan for all critical roles within the team on a quarterly basis
- Ensure all staff adhere to the Company’s current policies and procedures
Job Requirements
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Preferably experienced in Online Travel Agent or Travel Sector
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting
- Proficient in MS Office and call center equipment/software
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with problem-solving
- Positive and patient
- Certified Call Center Manager, equivalent qualification is a plus
- Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence
