Call Center Manager

The call center manager is responsible for the overall management of the call center. This includes planning and budgeting, decisions regarding staff, call center processes, technology etc.; strategy development, implementation and evaluation; liaising with other teams such as

technical, HR and IT

Job Description:

• Responsible in the running of the call center by way of managing agents as in schedule adherence, welfare, performance etc
• Preparation of daily, weekly, monthly and Quarterly reports with regards to the performance of the Call Center.
• Monitoring and coaching agents on customer handling skills and new products & services.
• Conducting Real Time Monitoring to strategize.
• Coordinate with other department or unit to make sure customers enquiries, requests and complaints are resolved in a more efficient and effective manner.
• Ensuring that agents delight customers.
• Checking on customers to find out their experience with the services, asking for their suggestions to help improve on our service delivery.
• Managing project accounts.
• Training of agents on job skills and new applications. E.g Elastic & Vtiger etc
• Conducting surveys on the various projects.

Candidate Requirement

• A minimum of first degree in management
• 3 years minimum prior call center experience
• Business and relationship management skills
• Organizational and leadership skills
• Motivational skills
• Good reporting skills
• Good communication skills
• Team player
• Strong interpersonal skills