Call Center Manager

Published Date: 2018-12-18
Application Deadine: 2018-12-25

Job Level: Top Level
Number of Vacancy(ies): 1
Qualification: Masters in Business Administration
Experience: More than or equals to 5 years
Contract of Employment: Full-time
Working Hours: 8 Hrs
Salary: Negotiable
Job Location: Jawalakhel

Job Duties & Responsibilities:
  • nbound centers – receive calls and emails from customers and clients, e.g. Queries, requests, orders, and complaints
  • 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
  • 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 inquiries
  • 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