Chat Process Voice Chat Process WFH

3 weeks ago


Vijayawada, India Titan Jet Care Service Limited Full time
Job brief

We are looking for a skilled

Call center manager

to supervise daily operations and personnel aiming for maximum efficiency and costeffectiveness. You will also ensure that technology is utilized to a maximum and that staff is wellorganized and productive.An excellent call center manager must be an organized reliable and resultsdriven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager you must also have excellent customer service and communication skills.The goal is to do everything possible to attain goals and achieve great results for our company.Responsibilities

Develop objectives for the call center’s daytoday activitiesConduct effective resource planning to maximize the productivity of resources (people technology etc.)Collect and analyze callcenter statistics (sales rates costs customer service metrics etc.)Assume responsibility of budgeting and tracking expensesHire coach and provide training to personnel to maintain high customer service standardsMonitor and improve ordering telephone handling and other proceduresEvaluate performance with key metrics (accuracy callwaiting time etc.)Prepare reports for different departments or upper managementRequirements

Proven experience as call center manager or similar positionExperience in customer service is requiredKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (costeffectiveness costbenefit etc.)Proficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problemsolving abilityPositive and patientHigh school diploma or equivalent; Higher degree in a relevant discipline will be appreciatedCertified Call Center Manager (e.g. CCCM) or equivalent qualification is a plusSkillsMS Office, call center equipment, software programs, customer support, customer service skill, customer satisfaction, effective communications

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