Call Center Head
10 hours ago
Key Responsibilities of an International Call Centre Head
- Leadership & Management: Recruit, train, coach, and motivate a large team of call center representatives.
- Operations Oversight: Monitor daily call center statistics, such as call waiting times and call duration, to identify areas for improvement and ensure efficiency.
- Performance Management: Set clear objectives, define Key Performance Indicators (KPIs), and establish goals to measure team and individual performance.
- Customer Service Excellence: Ensure high standards of customer satisfaction, service levels, and foster customer loyalty through effective processes and support.
- Training & Development: Oversee training programs to develop staff understanding of business processes, product knowledge, and the company's platform.
- Process Improvement: Implement effective grievance redressal and dispute resolution processes, and provide insights for improving customer care strategies.
- Reporting & Analysis: Analyze call center data to identify trends, improve processes, and ensure proper resource allocation.
Key Qualifications & Skills
- Experience: Significant experience in call center operations, often including prior managerial experience.
- Leadership: Strong leadership and coaching skills to motivate and develop staff.
- Communication: Excellent verbal and written communication skills, especially in English for international operations.
- Problem-Solving: Ability to handle difficult customer issues, diffuse angry customers, and resolve complex problems.
- Technical Proficiency: Familiarity with call center technology, software applications, and phone systems.
- Analytical Skills: Ability to interpret call center data and metrics to drive improvements.
- Interpersonal Skills: Strong interpersonal skills to manage staff and interact effectively with customers and other departments.
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