- Leading and developing a team of 15-25 associates; responsible for the overall performance management, coordination and evaluation of the team.
- 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
6-10 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 15-25 associates.Bachelor's degree in business, management, or a related fieldKnowledge of performance evaluation and customer service metricsDemonstrated ability to build, develop and handle a group of peopleAbility to support Business and provide solutions to customer pain pointsAbility to handle complex and ambiguous scenariosAbility to organize, prioritize and schedule work assignmentsAbility to make administrative and procedural decisionsDemonstrated ability to handle reporting and analysisSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)Excellent organizational and leadership skills with a problem-solving abilityStrong interpersonal and communication skillsConfident in using Microsoft Package (especially Excel)Fluent English skills are required for this roleExperience in Contact Center Operations (Customer Service, Sales, or Collections)