Call Center Manager
Job posted on 20 Dec, 2017
Apply before 19 Jan, 2018
People2People
Details / requirements:
DUTIES AND RESPONSIBILITIES
- Inbound centers - receive calls and emails from customers and clients, e.g. Queries, requests, orders and complaints;
- Outbound centers - contact potential customers and clients with the aim of gathering information or selling a product.
- Develop objectives for the call center’s day to day activities.
- Conduct effective resource planning to maximize the productivity of resource (people and technology)
- Collect and analyze call center statistics (sales rates, costs, customer service metrics).
- 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.
- Prepare reports for different departments or upper management.
- Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
- Carrying out needs assessments, performance reviews and cost/benefit analyses;
- Setting and meeting performance targets for speed, efficiency, sales and quality;
- Ensuring all relevant communications, records and data are updated and recorded;
- Advising clients on products and services available;
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
- Maintaining up-to-date knowledge of industry developments and involvement in networks;
- Monitoring random calls to improve quality, minimize errors and track operative performance;
- Coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff;
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Recording statistics, user rates and the performance levels of the center and preparing reports;
- Handling the most complex customer complaints or enquiries;
- Organizing staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
ACADEMIC QUALIFICATION AND WORK EXPERIENCE:
- Bachelor’s degree, preferred master’s degree
- At least 5 years of experience
SKILLS AND QUALITIES:
- Excellent communication skills;
- The ability to work well in teams;
- Leadership skills and the ability to motivate and develop staff;
- A desire to help others work towards targets and develop their skills;
- Confidence and a good business sense;
- The ability to set, meet and exceed targets;
- A focused and self-motivated approach to work;
- The ability to manage change
To apply for this position please visit: http://p2p.com.np/Public/ViewJobDetails?p1=292213%20&p2=110479
For queries please contact 5539746/5539788.
Overview
Category | Communications / Broadcasting |
Openings | 1 |
Experience | Please check details below. |
Education | Please check details below. |
Posted Date | 20 Dec, 2017 |
Apply Before | 19 Jan, 2018 |
City | Kathmandu |