Job Description
We’re looking for an enthusiastic, passionate, and driven contact center manager to join our company in ”Sabke Zendegi Khalagh (Alinland) as one of the subsidiaries of the e-commerce and retail holding company“ in Tabiat Mihan Industrial Group.
Main 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.).
● Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
● Hire, coach, and provide training to personnel to maintain high customer service standards.
● Meet monthly contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.
● Take care of service level and promise to achieve defined KPIs.
● Answer representatives’ questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives.
