استخدام Contact Center Operation Manager

شرح موقعیت شغلی

• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Recruit, select, hire, and train new call center personnel and prepare them to respond to customer questions and complaints.
• Prepare call center performance reports by collecting and analyzing call agents’ data.
• Evaluate individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Monitor team performance and provide tools if necessary.
• Determine call center operational strategies by evaluating team results and objectives.
• Maintain and improve call center operations by monitoring system performance and identifying and resolving problems.
• Present monthly and annual call center action plans and objectives.
• Responsible for allocating work-time to call center agents according to the workload (frequency of calls)
• Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
• Prepare call center performance reports
• Manage call center equipment by ensuring repairs and replacements as at when due
• Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment. 

• Ability to adjust schedules to meet customer needs and solve their problems effectively
• Advanced customer focus and customer service skills
• Great verbal and written communication skills
• Ability to remain calm and in control of a situation
• Good communication and interpersonal skills
• Ability to work as part of a team
• Good leadership traits
• Excellent organizational and analytical abilities
• Good customer service skills, that is, the individual must be customer friendly at all times
• Excellent understanding of technology, software applications, and phone and computer system.

مهارت‌های مورد نیاز

• contact center
• Management
• ارتباط با مشتریان و پشتیبانی
• پشتیبانی

حداقل سابقه کار

• سه تا شش سال

جنسیت

• مهم نیست

وضعیت نظام وظیفه

• معافیت تحصیلی معافیت دائم پایان خدمت

مشاهده آگهی‌های استخدام مشابه