Position Overview:
We are seeking an experienced and motivated Call Center Manager to lead our call center team. The ideal candidate will be responsible for overseeing daily operations, ensuring high-quality customer service, and driving performance to meet organizational goals. This role requires strong leadership skills, effective communication, and a deep understanding of call center dynamics.
Key Responsibilities:
Team Management:
- Supervise and support telemarketing team, including hiring, training, and performance management.
- Conduct regular team meetings and provide coaching and feedback to improve performance.
Operational Oversight:
- Manage daily call center operations, ensuring that service levels and performance targets are met.
- Monitor and analyze call center metrics to identify trends and areas for improvement.
Customer Service:
- Ensure high standards of customer service are maintained, addressing escalated issues and complaints as needed.
- Develop and implement strategies to enhance customer satisfaction and loyalty.
Performance Management:
- Set and track key performance indicators (KPIs) for the team, including call handling times, resolution rates, and customer satisfaction scores.
- Prepare and present performance reports to senior management.
Process Improvement:
- Identify and implement process improvements to increase efficiency and effectiveness within the call center.
- Develop and maintain call center procedures and policies.
Technology and Tools:
- Oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.
- Work with IT to address technical issues and implement new systems as needed.
Compliance and Quality Assurance:
- Ensure compliance with company policies, procedures, and industry regulations.
- Conduct quality assurance assessments to ensure adherence to service standards.
Requirements
Key Performance Indicator:
- Average Handle Time - Measure the average duration of calls from start to finish.
- Customer Satisfaction Score - Evaluate customer satisfaction through feedback and surveys.
- Service Level - Monitor the percentage of calls answered within a predetermined time frame.
- Call Abandonment Rate - Record the number of calls abandoned by customers before being answered.
- Employee Turnover Rate - Measure the rate at which call center staff leave and are replaced.
- Call Quality Score - Assess the quality of calls based on predefined criteria.
- Agent Utilization Rate - Track the amount of time agents spend on calls versus available time.
- Training Completion Rate - Monitor the completion rate of training programs by staff.
- Number of Escalated Calls - Count the frequency of calls requiring escalation to higher-level support.
- Adherence to Schedule - Measure how closely agents follow their scheduled work hours.
- Cost per Call - Calculate the total cost associated with handling each call.
Qualifications:
- Proven experience as a Call Center Manager or similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and CRM systems.
- Analytical skills with the ability to interpret data and make data-driven decisions.
- Strong problem-solving skills and ability to handle high-pressure situations.
- Bachelor’s degree in Business Administration, Management, or a related field (preferred).
Minor International
A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations
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