Customer Service Manager

Itruck corp -
Nasr City, CairoPosted 3 years ago

310Applicants for1 open position

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Support in establishing the department strategy.
Implement, direct and monitor telesales activities, achieve monthly telesales targets.
Develop company systems for customer interaction and voice response and control the implementation process.
Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
Participate in the development, implementation, and update of all aspects of Customer Service/ Telesales Training.
Train new hires in customer interaction, telesales, implement quality programs, motivate staff to excel in providing quality services.
Ensure proper quality and productivity offering employee coaching and development when necessary and/or required.
Utilize necessary reports to support service excellence.
Coordinate with other department managers in the company in all matters related to CS and quality management.
Manage and improve center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
Summarize, 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.
Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance, and scheduling expenses.

Bachelor's degree in business, finance or any science related fields.
Minimum 10 years experience in customer service/telesales including 3 years in a managerial position
Superb leadership, communication, and collaboration abilities.
Exceptional analytical and problem-solving skills.
Strong project management, multitasking, and decision-making skills.