ผู้จัดการฝ่ายคอลเซนเตอร์ (Call Center Manager)
About this position
Responsibilities
• Oversee the daily operations of the call center, ensuring smooth and efficient functioning.
• Develop and implement strategies to improve customer service and satisfaction levels.
• Monitor and analyze call center performance metrics, such as average call handling time, first call resolution rate, and customer satisfaction scores.
• Identify areas for improvement and implement corrective actions to enhance call center performance.
• Train and coach call center staff on customer service techniques, product knowledge, and call handling procedures.
• Conduct regular performance evaluations and provide feedback to call center agents.
• Develop and maintain call center policies and procedures, ensuring compliance with company standards and industry regulations.
• Manage and resolve escalated customer complaints or issues, ensuring timely and satisfactory resolution.
• Collaborate with other departments, such as sales and marketing, to ensure alignment of call center activities with overall business objectives.
• Stay updated with industry trends and best practices in call center management, and implement relevant changes to improve operations.
Requirements
• Bachelor's degree in a relevant field such as business administration or communications.
• Proven experience as a call center manager or in a similar role.
• Excellent knowledge of call center operations and best practices.
• Strong leadership and management skills, with the ability to motivate and inspire a team.
• Exceptional communication and interpersonal skills, with the ability to handle customer complaints and resolve issues effectively.