Call Center Manager

Job Brief

A call center manager is responsible for hiring, training and managing staff members to deal with customer service issues. They help customers get great service and motivate their staff to achieve the same.

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.)
• ● 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
• ● Knowledge of performance evaluation and customer service metrics
• ● Solid understanding of reporting and budgeting procedures
• ● Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• ● Proficient in MS Office and call center equipment/software programs
• ● Outstanding communication and interpersonal skills
• ● Excellent organizational and leadership skills with a problem-solving ability
• ● Positive and patient
• ● High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• ● Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus