We are looking for a skilled Call center manager 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 are well-organized and productive.
• An excellent call center manager must be an organized, reliable and results-driven professional.
• They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.
• As a call center manager, you must also have excellent customer service and communication skills.

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