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Job Summary:
The Deputy Manager - Call Center is responsible for overseeing and managing the daily operations of the university's call center. The role involves supervising a team of call center agents, ensuring customer service excellence, and driving operational efficiency. The Deputy Manager will work closely with the Manager to develop and implement strategies that enhance student and stakeholder satisfaction.
Key Responsibilities:
- Team Leadership and Management:
- Supervise and lead a team of call center agents.
- Conduct regular training sessions to enhance team performance.
- Monitor team performance and provide feedback for improvement.
- Handle escalated calls and resolve complex issues.
- Operational Management:
- Ensure the call center operates efficiently and meets performance targets.
- Develop and implement standard operating procedures (SOPs) for call handling.
- Monitor call center metrics and prepare performance reports.
- Coordinate with other departments to resolve student inquiries and issues.
- Customer Service Excellence:
- Ensure high levels of customer satisfaction by maintaining quality service standards.
- Implement strategies to improve the overall student experience.
- Conduct regular quality assurance checks and feedback sessions.
- Address and resolve student complaints promptly and effectively.
- Strategic Planning:
- Assist the Call Center Manager in developing and executing strategic plans.
- Identify areas for process improvement and recommend solutions.
- Stay updated with industry trends and best practices in call center management.
- Contribute to the development of new services and initiatives.
- Data Analysis and Reporting:
- Analyze call center data to identify trends and areas for improvement.
- Prepare detailed reports on call center performance and present findings to management.
- Use data-driven insights to make informed decisions.
