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Vacancy: 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
How to apply:
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