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Job Description
- Will directly oversee sales and services call center personnel to ensure positive morale and effective daily operations.
- Serve our local and foreign customers (clients) through the development and implementation of best cell center methods and procedures.
- Suggest for system and process improvement using your knowledge of daily and ground operations.
- Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Develop company systems for customer interaction and voice response and control the implementation process.
- Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
- Aid human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.
- Summarise, collect, and analyze call center trends and data for regular performance reports.
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company provided workshops, tracking call center trends, and active participation in team projects.
- Help promote a positive company environment by having a motivated, friendly, and professional attitude.
Job Requirements
Qualifications
- Bachelor’s Degree.
- 5+ years of managerial experience.
- Marketing services experience.
- Customer Service Experience.
- Sales skills Experience.
- 3+ years of call center experience preferred.
Skills and Knowledge
- Marketing services
- Customer Service.
- Sales skills
- Excellent verbal communication skills
- Process Improvement.
- Problem Solving.
- People Skills.
- Teamwork.
- People Management,
- Managing Processes.
- Emphasizing Excellent
- Fluent English.
