About the Role:
We are seeking a dynamic and motivated Call Center Manager to lead our team in providing exceptional customer service and sales . As a Call Center Manager, you will be responsible for overseeing daily operations, managing staff, and ensuring our call center meets its goals effectively and efficiently.
What You’ll Be Doing
Key Responsibilities:
Team Management: Lead, coach, and develop a team of call center agents. Conduct regular performance evaluations and provide feedback and training to enhance skills and productivity.
Operational Oversight: Monitor daily operations, including call volume, response times, and service quality. Ensure compliance with company policies and procedures.
Customer Experience: Ensure a high standard of customer service by addressing escalated issues and resolving complex customer concerns. Maintain a customer-centric approach in all activities.
Reporting: Prepare and present regular reports on call center performance, trends, and areas of improvement to senior management.
Experience and Qualifications:
- Minimum of 7 years of experience in a call center environment
- At least 2 years in a supervisory or managerial role.
- Good in English “A2”.
- Ability to work flexible hours
- Build strong customer relationships and ensure exceptional customer satisfaction.
- Resolve customer complaints and escalate issues as needed.
- Analyze customer feedback to identify trends and opportunities for improvement.
- Strong analytical and data analysis skills.
Skills:
- Strong leadership and interpersonal skills
- Flexibility
- Excellent communication skills
- Problem-solving and decision-making abilities
- Analytical skills
- Customer focus
- Technical proficiency: Understanding of call center software and technology.
What we offer:
- Opportunities for professional growth and development.
- A collaborative and supportive work environment.
- A chance to develop your skills