Call Centre Manager

Responsibilities

• Create a task list for the call center daily activities and ensure they are achieved.
• Ensure the resources are used to produce optimal results.
• Monitor the performance of the call center and regularly provide feedback.
• Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.
• Provide training and orientation for the recruits to provide high-quality customer service.
• Oversee the budget plans and track expenses of the call center.
• Assess performances with metrics like calls left waiting, calls missed, etc.
• Ensure that all employees adhere to the company policies and regulations.
• Prepare performance reports and report any issue to the management.

Requirement:

• Prior experience as a call centre manager or any managerial position.
• Experience with customer service is compulsory.
• Proficient with MS Office and Call Centre software programs.
• Strong ability to budget and perform financial analysis.
• Strong knowledge of performance evaluation techniques and customer service metrics.
• Driven and result oriented.
• Strong problem-solving ability and analytical skill.
• Excellent multitasking, time management, and leadership skills.

Qualifications and Education Requirements

Any bachelors degree is acceptable.

Experience

5+ Years