Customer Service Director
4 days ago
We are seeking an exceptional Call Center Manager to oversee daily operations and personnel at Titan Jet Care Service Limited. The ideal candidate will ensure maximum efficiency and cost-effectiveness while utilizing technology to its full potential. They will also guarantee that staff is well-organized and productive.
The successful Call Center Manager must be a reliable, results-driven, and organized professional. They should possess a practical mind to solve problems promptly and have the ability to see the bigger picture, making improvements as needed. As a Call Center Manager, they must also have excellent customer service and communication skills.
The ultimate goal is to achieve great results for our company by doing everything possible to attain goals.
Responsibilities- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Collect and analyze call center statistics (sales rates, costs, customer service metrics, etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach, and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance with key metrics (accuracy, call waiting time, etc.)
- Prepare reports for different departments or upper management
- Proven experience as a Call Center Manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with problem-solving ability
- Positive and patient
- High school diploma or equivalent; higher degree in a relevant discipline will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Skills: MS Office, call center equipment, software programs, customer support, customer service skill, customer satisfaction, effective communication
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