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Call Center Manager - Call Center

Scope:

Leads and develop the call center department by managing call center transactions, orders, and complaints in different channels: inbound, outbound, social media chat, application chat and emails to create a world class customer experience across all E-Commerce Channels

 

Responsibilities:

  1. Manages the call center team's real-time view system (Cisco).
  2. Exports historical data and sales reports from Customer Relationship Management for use on the dashboard and performance analysis.
  3. Monitors the call center process, investigates system faults in real time or in the past, and escalates as appropriate.
  4. Participates in team and development meetings.
  5. Monitors the customer's dashboard voice to evaluate client questions and complaints in order to enhance customer satisfaction.
  6. Monitors daily team leader actions and ensures that they listen to recorded calls in order to discover and manage non-standardized calls.
  7. Creates a qualitative scorecard, exports calls, listens to and assesses them.
  8. Conducts spot checks on received calls to verify evaluation compliance.
  9. Establishes quantitative key performance indicators (KPIs) for all employees of the customer service team.
  10. Examines phone answer rates, abandoned calls, service levels, sales per agent, and conversation rates.
  11. Creates call center procedures and dashboards for each transaction; evaluates performance and data.
  12. Aligns with IT on insights for enhancing the website, technology, and apps.
  13. Collaborates with Ecommerce to build demand and uses Trade Marketing to assess promotions.
  14. Conducts an annual training needs analysis and collaborates with the training team to develop a training plan for the call center staff.
  15. Examines the team's attendance and watches overtime.
  16. Conducts capacity planning by anticipating incoming business load to determine the number of full-time personnel required.
  17. Closes all financial and sales reports and keeps an eye on costs.
  18. Maintains the call center's assets while adhering to safety requirements.
  19. Evaluates weekly KPIs and performance; implements appropriate corrective action measures.
  20. Allows new users access.
  21. Updates dynamic channel charts.
  22. Creates interactive voice recordings and seasonal message updates.
  23. Leads the call center team efficiently and effectively through on-the-job training, motivating, coaching, and staff development, analysis their learning and development needs and create the appropriate development plan together with all relevant stakeholders.

Qualifications:

________________________________________________________________________

 

Education, Certifications and Licenses:

 

Bachelor's Degree in Business/Marketing or any relevant discipline

 

Knowledge and Experience:

  • Minimum 5 years of experience in the customer service field with 2 years of team management
  • Advanced understanding of database structures and basic network process flows.

 

Skills and Abilities:

  • Good communication & negotiation skills
  • Good eye for figures and creative ideas
  • Excellent Language and Computer Skills
  • Initiative taker
  • Smart and prompt
  • Ability to handle customer's complaints


Job Segment: Call Center, Call Center Manager, Call Center Supervisor, CRM, Customer Service, Sales, Technology

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