The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
- Hiring, training, coaching, and leading call center representatives as they provide support for customers.
- Knowledge on SLA, AL ,AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters, Abandon %, WBR, MBR, QBR, First hand Resolution, Dailers. Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
- Assisting other management team members in identifying trends and establishing call center goals.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Age: Minimum is 25 years and the Maximum age limit is 50 years.
Experience: Yes, 4 Years Experience
Education: Graduates and additional certification would be an add-on
Languages: Multi-Lingual
Salary: As per Market Standards.
