Call Center Manager

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

Qualifications:

-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

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