استخدام Contact Center Manager
شرح موقعیت شغلی
Responsibilities:
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
- manage the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
- Undertake needs assessments, performance reviews and cost/benefit analyses
- Set/meet performance targets for speed, efficiency, sales and quality
- Ensure all relevant communications and data are updated and recorded
- Advise clients on products and services available
- liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Monitor random calls to improve quality, minimize errors and track operative performance
- Coordinate staff recruitment, write job adverts and liaise with HR staff
- Review the performance of staff, identify training needs and plan training sessions
- Record statistics, user rates and the performance levels of the center
- Prepare reports on these statistics, rates and performance levels
- Handle the most complex customer complaints or enquiries
- Organize shift patterns and the number of staff required to meet demand
- Coach, motivate and retain staff
- Coordinate bonus, reward and incentive schemes
- Forecast and analyze data against budget figures on a weekly and/or monthly basis.
Requirements:
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Decisiveness and attention to detail.
مهارتهای مورد نیاز
- ارتباط با مشتریان و پشتیبانی
- پشتیبانی
- Microsoft Office
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- معافیت تحصیلی معافیت دائم پایان خدمت