Call Center Manager
Apply before: 2018-12-25
No. of Vacancy(ies) 1
Job Level Top Level
Contract of Employment Full-time
Job Location Jawalakhel
Working Hours 8 Hrs
Salary Negotiable
Qualifications Masters in Business Administration
Experience More than or equals to 5 years
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