Call Center
Presencial – Fulltime Position
Our client is looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will 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 have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.
Job Description
Our client is looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will 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 have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.
Responsibilities
- Develop objectives for the program’s day-to-day activities.
- Communicate in a professional manner with the client to report performance, trends, root cause, staffing or any other business-related matter.
- 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/chat/e-mail handling and other procedures.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.).
- Prepare reports for different departments or upper management.
Qualifications
- Experience in customer service is required.
- Experience with client interactions.
- Eye for detail and accuracy.
- Ability to work as part of a team.
- Familiarity with company policies and legal guidelines of the field.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Highly proficient in MS Office and call center equipment/software programs.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills with a problem-solving ability.
- Positive and patient.
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated.
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
Equality
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Ponte en contacto
Degento CONSULTING
Desarrollo humano
+52 55 2187 4151
contacto@degento.com