ผู้จัดการฝ่ายคอลเซนเตอร์ (Call Center Manager)

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The Call Center Manager is responsible for overseeing the operations and performance of the call center, ensuring excellent customer service and efficient handling of inquiries. Reporting to the Director of Customer Experience, this role involves managing a team of call center agents, implementing strategies to improve productivity and customer satisfaction, and analyzing data to identify areas for improvement. The Call Center Manager plays a crucial role in maintaining high-quality service standards and enhancing the overall customer experience.

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.

Skills