Job Description
- 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
Requirements
- 3+ Proven experience as sales , customer service manager or similar position - 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 ,Analytics software programs and CRM Tools - Outstanding communication and interpersonal skills - Excellent organizational and leadership skills with a problem-solving ability - Positive and patient
Employment type
- Full Time
Job Category
Educations
Seniority
