发布 Jul 09, 2024 370 查看
We are seeking a dynamic and experienced Call Center Manager to lead our Call Center team.
The successful candidate will be responsible for managing day-to-day operations, ensuring top-notch customer service, and achieving performance targets.
If you are a motivated leader with a passion for delivering exceptional customer experiences, we want to hear from you.
Key Responsibilities:
- Oversee the daily operations of the call center, ensuring efficient and effective service delivery.
- Develop and implement call center policies, procedures, and standards.
- Monitor call center performance metrics and KPIs, and implement strategies to achieve targets.
- Train, coach, and mentor call center agents to enhance their performance and professional development.
- Handle escalated customer issues and complaints, ensuring timely resolution.
- Analyze call center data and prepare reports for senior management.
- Collaborate with other departments to improve overall customer satisfaction and service delivery.
- Manage call center staffing, including recruitment, scheduling, and performance evaluations.
- Ensure compliance with company policies and regulatory requirements.
Qualifications:
- Bachelor’s degree in Business, Management, or a related field.
- Minimum of 2 years of experience in a call center environment
- Proven track record of achieving performance targets and improving customer service metrics.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in call center software and CRM systems.
- Ability to analyze data and develop actionable insights.
- Strong problem-solving and decision-making abilities.
Skills and Abilities
- Ability to lead and motivate a team to achieve high performance.
- Exceptional organizational and time management skills.
- Strong analytical skills and attention to detail.
- Ability to handle high-pressure situations and manage multiple priorities.
- Excellent customer service skills and a customer-centric mindset.
- Proficient in using Microsoft Office Suite and call center software.
Benefits:
- Competitive salary and performance-based incentives.
- Career growth opportunities within the company.
- Friendly and collaborative work environment.
Chiltan Pure
Chiltan Pure
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