Call Center ManagerTop management

• Inbound Center - receive calls from customers about queries, requests, orders and complaints
• Outbound Center - contact potential customers and clients with the aim of gathering Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.
• 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 analyze 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
• 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
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• organizing shift patterns and the number of staff required to meet demand
• coordinating bonus, reward and incentive schemes
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.

• Proven experience as call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

- Hưởng lương thưởng và các chế độ đãi ngộ hấp dẫn, cạnh tranh
- Được tham gia các khóa đào tạo nâng cao trình độ/ Team Building hàng năm
- Được làm việc trong môi trường trẻ trung, hiện đại, thân thiện và chuyên nghiệp

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