We are looking for a skilled Call Centre Manager who can lead our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyse call centre 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.
Key Responsibilities:
- Team Leadership: Manage and supervise a team of call center representatives to ensure high performance and productivity.
- Performance Management: Set clear performance objectives, monitor progress, and provide coaching and feedback to team members.
- Operational Oversight: Oversee daily operations of the call center, including inbound and outbound call management, scheduling, and workforce planning.
- Quality Assurance: Implement and maintain quality standards to ensure exceptional customer service delivery and adherence to company policies.
- Training and Development: Develop and conduct training programs to enhance the skills and knowledge of call center staff.
- Reporting and Analysis: Analyze call center metrics and KPIs to identify trends, areas for improvement, and operational efficiencies.
- Customer Experience: Foster a customer-centric culture and resolve escalated customer issues as needed.
- Budget Management: Manage the call center budget effectively, optimizing resources and expenses.
Qualifications:
- Proven experience as a Call Center Manager or similar managerial role.
- Strong leadership and decision-making skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to analyse data, interpret metrics, and implement improvements.
- Proficiency in call center software and CRM systems.
- Ability to work under pressure and meet deadlines.