Call Center Manager

Job Description :

• Manage the daily running of the Call Center, including sourcing equipment, effective resource planning and applying Call Center strategies and operations.
• Improve customer handling quality, minimize errors and track operative performance.
• Handle complex customer complaints or enquiries.
• Oversee the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
• Create and review standardized analytical data to measure operational excellence.
• Review, develop and implement Call Center procedures and processes to improve and maintain SLA.
• Develop or assist with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation of the unit.
• May work closely with internal and external partners to develop and grow specified programs.
• Evaluate performance with key metrics (accuracy, call-waiting time, etc).
• Formulate SOPs with different stakeholders for new services or protocols.
• Other task activities assigned by the management.

Requirements :

• Bachelor's Degree in related field.
• Proven experience as Call Center Manager or similar position, 3-5 years of experience in the related field.
• Ability to communicate effectively, both orally and in writing in English.
• Skill in organizing resources and establishing priorities.
• Skill in examining and re-engineering operations and procedures, and developing and implementing new strategies and procedures.
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Ability to investigate and analyze information and draw conclusions.
• Ability to operate and manage a computerized event ticketing system.
• Ability to foster a cooperative work environment.
• Employee development and performance management skills