مدیر مرکز تماس

Job Description

We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. 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 (sales rates, 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 ● Monitor and improve ordering, telephone handling, and other procedures ● Evaluate performance with key metrics (accuracy, call-waiting time, etc.) ● Prepare reports for different departments or upper management ● Answer representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives ● Lead team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees. ● Assist other management team members in identifying trends and establishing call center goals. ● Ensure staff members are achieving desired service levels and taking corrective action, as needed. ● Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. ● Take on other tasks or projects to support employees, other managers, and call center operations.