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Telesales Call Center Manager

AMICO Group
Dokki, Giza
Posted 4 years ago
226Applicants for1 open position
  • 224Viewed
  • 41In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Hiring, training, coaching, and leading call center Agents as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Agents
  • Leading team meetings, asking questions to better understand the calls Agents are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

Job Requirements

  • Fluent English
  • 3:5+ years experience in a management for a reputable call center
  • Bachelor’s degree or equivalent
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc

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