- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- 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
Proven experience as call center manager or similar positionExperience in customer service is requiredKnowledge 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 patientHigher degree in a relevant discipline