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India Call Center Manager
3 months ago
Main Responsibilities
Operations (%):
Staff Management (%) :
With support of the outbound supervisor, interview and hire high quality call center representatives Set agent standards, measurements and recognition systems that motivate employees, deliver business results, and provide a great customer experience. Ensure a high level of employee productivity, and proper staffing levels in relation to call volume Establish, implement, and oversee operating expectations for Call Center Reps to ensure high quality customer interactions ( script optimization)Communications (%)
Provide ongoing communications/training to staff regarding products, policies, procedures, service standards, and call management techniques. Regularly communicate with upper management the status of the call center operations, challenges/solutions that may be occurring, and progress against strategic initiatives. Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.Customer Service (%)
Continuously assess quality of Support Services to ensure integrity of Amplifon's business goals and the customer experience strategies. Develop SLA's with internal partners, service providers, and customers. Exhibit strong sense of urgency and awareness to ensure customer satisfaction and first contact resolution.Education, Experience, and Qualifications:
University degree required (B&A, marketing, communication, management engineering) Contact Center certification a plus + years experience managing a mid-large scale call center, with both inbound and outbound experience + years experience managing call center representatives + years experience in a consumer products industry; preferably within healthcare and/or sales Strong understanding of call center best practices, operating systems, and processes Proficient knowledge of privacy regulations and requirements Strong ability to understand and manage a budget, forecasting staffing needs, and performance assessment Required proficiency with tools:
This description is intended to be only a general outline of job activities. An employee is expected to perform these and any other activities which may be assigned or which may occur during work. This description is not a contract or guarantee of employment.