wuzzuf.com
Job Description :
Job SummaryCall center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers. The set objectives, analyze call center metrics, ensure that the company and staff meet goals, and provide reliable, efficient support for customers.Job DutiesHiring, training, coaching, and leading call center representatives as they provide support for customers.Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.Assisting other management team members in identifying trends and establishing call center goals.Ensuring staff members are achieving desired service levels and taking corrective action, as needed.Authorizing replacements or refunds.Taking on other tasks or projects to support employees, other managers, and call center operationsDeveloping objectives for the call center’s day-to-day activitiesConducting effective resource planning to maximize the productivity of resources (people, technology etc.)Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.) to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Job Requirements :
Alexandria Resident is a MUSTExperience in call center/ Telesales field not less than 5 years with 2 years in managerial level leading a teamAbility to multitask and remain calm under pressure, especially during peak hours or intense situations.Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.Knowledge of management principles and familiarity with company products, services, and policies.Strong coaching and leadership skills, ability to motivate employees.Decisiveness and attention to detail.Proficiency with the necessary technology, including computers, software applications, phone systems, etc.Polite, professional phone voice.Positive and patientKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)