مدیر ارشد مرکز تماس

دیجی‌‌کالا قدس

بیش از یک ماه منتشر شده

سمت شغلی

شرکت

حقوق

آمار رزومه‌های ارسال شده

Job Description

We are looking for a skilled senior manager contact center to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive.

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 for 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.

Requirements

An excellent senior contact center manager must be an organized, reliable, and results-driven professional.
They must have a practical mind to solve problems on the spot and be able to see the “ big picture” and make improvements.
As a call center manager, you must also have excellent customer service and communication skills.
Proven experience as a 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 problem-solving ability.
Positive and patient.
Data-driven approach.
Updated knowledge and team development based on new technologies.

Employment Type