- 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 analyse 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
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Females only can applyProven experience not less than 3 years as call center manager or similar positionExperience in customer service is requiredBachelor of Business Administration or relevantKnowledge of performance evaluation and customer service metricsProficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem-solving abilityPositive and patientCertified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus Note : this position will be hired for RTX Express (sister company)