Manajer Call Center (Call Center Manager)

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The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient and effective customer service delivery. They will be reporting to the Director of Customer Experience and will be responsible for managing a team of call center agents, monitoring performance metrics, and implementing strategies to improve customer satisfaction and productivity. The Call Center Manager will also collaborate with other departments to streamline processes and enhance overall customer experience.

Responsibilities

• Oversee and manage the daily operations of the call center.
• Develop and implement strategies to improve call center performance and efficiency.
• Set performance goals and targets for call center agents and monitor their progress.
• Train and coach call center agents to ensure they have the necessary skills and knowledge to provide excellent customer service.
• Monitor and evaluate call center metrics, such as call volume, average handling time, and customer satisfaction, to identify areas for improvement.
• Implement quality assurance measures to ensure that calls are handled professionally and in accordance with company policies and procedures.
• Resolve escalated customer complaints or issues that cannot be resolved by call center agents.
• Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience.
• Stay updated on industry trends and best practices in call center management and customer service.
• Prepare and present reports on call center performance and key metrics to senior management.

Requirements

• Bachelor's degree in business administration or a related field
• Proven experience as a call center manager or similar role
• Excellent knowledge of call center operations and performance metrics
• Strong leadership and team management skills
• Exceptional communication and interpersonal skills

Skills