Description

On behalf of our client, we are looking for a skilled contact center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

If you want to make your next step in your career and become part of a big, fast-growing multinational company, read below and apply!

Responsibilities

In this contact center manager role you will have to:

  • Adhere to Company’s rules and regulations and changes or introductions͕ which may vary from time to time as deemed appropriate
  • Act as point-of-contact for Client by establishing and maintaining strong client relationships through face to face meetings, telephone, and e-mail communication
  • Handle Clients complaints via KSAT survey results or direct communication
  • Accomplish minor/major changes required by the Company/Client and report possible risks associated to objectives achievement to appropriate staff
  • Accomplish approved Clients exit plan
  • Control the actions needed to improve performance where the results are below target
  • Lead meetings with all production Management Staff in order to present them any potential changes in the campaigns operational procedures, the necessary improvements ad recommendations, whenever appropriate
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
  • Assume responsibility of budgeting and tracking expenses
  • 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, etc.)
  • Prepare reports for different departments or upper management

Requirements

In order to become the contact center manager we are looking for, you must have:

  • Proven experience as call center manager or similar position for at least 3 years
  • Experience in customer service is required
  • Excellent skills in the English language is a must
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability

Benefits

If you succeed in this contact center manager role, then you will earn:

  • Excellent remuneration package
  • Quarterly bonus according to the company’s policy
  • Car allowances plus Gas
  • Private Medical Health insurance
  • Laptop & cell phone.