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Chat Process Voice Chat Process WFH

2 months ago

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

Weare looking for a skilled Call center managerto supervise daily operations and personnel aimingfor maximum efficiency and costeffectiveness. You will also ensurethat technology is utilized to a maximum and that staff iswellorganized and productive.

An excellent callcenter manager must be an organized reliable and resultsdrivenprofessional. They must have a practical mind to solve problems onthe spot partnered with an ability to see the “bigpicture” and make improvements. As a call center manageryou must also have excellent customer service and communicationskills.

The goal is to do everything possible toattain goals and achieve great results for our company.

Responsibilities
  • Developobjectives for the call center’s daytodayactivities
  • Conduct effective resource planningto maximize the productivity of resources (people technologyetc.)
  • Collect and analyze callcenterstatistics (sales rates costs customer service metricsetc.)
  • Assume responsibility of budgeting andtracking expenses
  • Hire coach and providetraining to personnel to maintain high customer servicestandards
  • Monitor and improve orderingtelephone handling and other procedures
  • Evaluate performance with key metrics (accuracycallwaiting time etc.)
  • Prepare reports fordifferent departments or upper management
Requirements
  • Provenexperience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer servicemetrics
  • Solid understanding of reporting andbudgeting procedures
  • Experience in basicfinancial analysis (costeffectiveness costbenefit etc.)
  • Proficient in MS Office and call centerequipment/software programs
  • Outstandingcommunication and interpersonal skills
  • Excellent organizational and leadership skills with aproblemsolving ability
  • Positive andpatient
  • High school diploma or equivalent;Higher degree in a relevant discipline will beappreciated
  • Certified Call Center Manager(e.g. CCCM) or equivalent qualification is a plus

Skills

MSOffice, call center equipment, software programs, customer support,customer service skill, customer satisfaction, effectivecommunications