استخدام Senior Call Center Manager
شرح موقعیت شغلی
Job Title: Senior Call Center Manager
Location: Sohrevardi (North), Tehran
About Us: We’re more than just a telecom provider—we’re a lifeline connecting people across the nation. As a leader in our industry, we’re seeking a seasoned Senior Call Center Manager to lead our customer support team.
Responsibilities:
- Team Leadership: Manage and inspire a team of call center agents. Foster a positive work environment, encourage growth, and ensure exceptional service delivery.
- Operational Excellence: Oversee call center operations, including inbound and outbound calls, ticket resolution, and quality assurance.
- Performance Metrics: Set and track KPIs—average handling time, first-call resolution, customer satisfaction, etc.
- Training and Development: Implement training programs to enhance agent skills and product knowledge.
- Process Improvement: Continuously optimize processes to enhance efficiency and customer experience.
- Customer Escalations: Handle escalated customer issues with empathy and professionalism.
Qualifications:
- Bachelor’s degree in Business, Communications, or a related field.
- Proven experience (8+ years) in call center management, preferably within the telecom industry.
- Strong leadership skills and the ability to motivate and guide a diverse team.
- Excellent communication and problem-solving abilities.
- Familiarity with call center software and CRM systems.
Working Hours:
- Monday to Wednesday: 9:00 AM to 6:00 PM
- Onsite presence required at our Sohrevardi office.
Perks:
- Competitive salary and benefits package.
- Opportunity to shape customer experiences.
- Collaborative and supportive work environment.
مهارتهای مورد نیاز
- call center
- مدیریت
- KPI
حداقل سابقه کار
- بیش از شش سال
حقوق
- حقوق از ۵۰,۰۰۰,۰۰۰ تومان
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- معافیت تحصیلی معافیت دائم پایان خدمت