Call Center Manager
Job Details
Skills And Tools:
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.)
● Handle outsourcing agencies.
● 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
● Proven experience as call center manager or similar position
● Experience in customer service is required, transportation industry is highly preferred.
● Knowledge of performance evaluation and customer service metrics
● Solid understanding of reporting and budgeting procedures
● Proficient in MS Office and call center equipment/software programs
● Previous experience with outsourcing companies.
● Outstanding communication and interpersonal skills
● Excellent organizational and leadership skills with a problem-solving ability
● High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
