Call Center Manager

Requirements

• Degree preferred with proven experience managing service operations and / or service scheduling

• Proficient in English with excellent oral and written communication skills

• Leads by example and is a role model. Ability to influence and guide individual and groups towards achieving their goals

• Excellent attention to detail

• Excellent time management, decision making, prioritization and organization skills

• Strong people management, profit and loss leadership skills

• Good grasp of financial concepts and procurement process

• Effective command in MS Office software including Outlook, Word and Excel

• Capable of working efficiently in a fast pace environment and under pressure

• Ability to work independently and possess good team spirit

Responsibility

• Responsible in supporting the Head/Manager of Customer Service in leading the section to achieve the operational/performance goals of the department.

• Hire, onboard and train call center personnel.

• Coach call center staff through challenging customer service issues.

• Analyze call center data and prepare reports for upper management.

• Evaluate staff effectiveness and performance annually or on an at-need basis.

• Lead team meetings and give presentations to executives.

• Develop monthly, quarterly and annual call center goals and action plans.

• Prepare work schedules to ensure sufficient coverage.