Call Center Manager

Published Date: 2018-01-04
Application Deadine: 2018-01-11

Job Level: Mid Level
Number of Vacancy(ies): 1
Qualification: Bachelor's Degree, Preferred Master's Degree
Experience: At least 5 years of experience
Contract of Employment: Full-time
Job Location: Head Office

Job Duties & Responsibilities:
  • Monitor Inbound centers –  received calls and emails from customers and clients, e.g. Queries, requests, orders and complaints;
  • Monitor Outbound centers – contact potential customers and clients with the aim of gathering information or selling a product.
  • Develop objectives for the call center’s day to day activities.
  • Conduct effective resource planning to maximize the productivity of resource (people and technology)
  • Collect and analyze call center statistics (sales rates, costs, customer service metrics).
  • 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).
  • Prepare reports for different departments or upper management.
  • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
  • Carrying out needs assessments, performance reviews and cost/benefit analyses;
  • Setting and meeting performance targets for speed, efficiency, sales and quality;
  • Ensuring all relevant communications, records and data are updated and recorded;
  • Advising clients on products and services available;
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
  • Maintaining up-to-date knowledge of industry developments and involvement in networks;
  • Monitoring random calls to improve quality, minimize errors and track operative performance;
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff;
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Recording statistics, user rates and the performance levels of the center and preparing reports;
  • Handling the most complex customer complaints or enquiries;
  • Organizing staffing, including shift patterns and the number of staff required to meet demand;
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
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