Job Brief:

We are looking for a customer-oriented manager to join our customer service team. You will oversee the day-to-day activities of the team and ensure that information between customers and our team is accurate and effectively communicated to improve customer satisfaction. 

Responsibilities:

  • Work with other management team members to develop call centre objectives, keeping profitability and efficiency in mind
  • Lead team meetings and coach and motivate team members
  • Assist in hiring, onboarding and training call centre personnel
  • Analyse call centre data and prepare reports for upper management
  • Continually develop new processes to boost efficiency and productivity levels
  • Evaluate staff effectiveness and performance annually or on an as-needed basis
  • Work with call centre representatives to solve problems like difficult calls from angry customer
  • Develop objectives for a call centre’s day-to-day operations and analyse call centre statistics (like sales rates and customer service metrics) to ensure that these objectives are met

Requirements

  • Bachelor’s degree in communications, Consumer Relations or related fields
  • Proven working experience in the role of call centre management
  • Familiarity with telemarketing software
  • Problem-solving and conflict resolution skills
  • Communication skills
  • Analytical abilities
  • Organizational and multitasking skills
  • Strong leadership skills
  • Ability to stay calm in stressful situations and meet strict quotas
  • Strong grasp on the company’s products, services and customer service policies 
Apply Now

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