Call Center Manager
Job Description
Job Description :
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading 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.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles and familiarity with company products, services, and policies.
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Polite, professional phone voice.
Job Details
Employment Types:
Full time
Industry:
Telecom
Function:
IT , Customer Service / Call Centre / BPO , Hotels / restaurants
Roles:
Other Customer Service / Call Center , Business Center Manager , Software Engineer / Programmer
