[HCM] Call Center ManagerTop management

- Responsible for handling daily operations of a call center and ensure smooth running of an organization:
- Ensure clients receive services timely through phone (inbound/outbound), professional assistance and accurate information in order to retain business and help generate new ones.
- Handle the complaints from Client. Co-ordinate inter department to resolve root cause of complaints
- Develop and implement Client care programs to increase Client satisfactory and loyalty
- Have deep knowledge about the Call Center system in order to analysis details and enhance system timely by developing customer interaction and voice response systems, voice networks and designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Meet Call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Analyze relevant data to determine Clients service outputs. Identify and implement strategies to improve quality of service, productivity and profitability
- Co-ordinate and manage client service projects and initiatives
- Manage and evaluate staff’s performance. Identify and address staff training and coaching needs

- Customer focused mindset with proven ability to respond quickly to internal and external needs
- Skillful in people management, performance management and personal development, including the ability to coach and mentor teams to achieve required performance levels
- Experience of working to KPI targets and service level agreements
- Good understanding of relevant policies, processes and practices
- Internal and external stakeholder relationship management
- Effective decision making with strong problem-solving skills, and situational judgements
- Ability to analyse information, and data, and act for improvement
- Excellent communication and interpersonal skills
- Ability to adapt and support organizational change
- Confident in the use of technology with strong ITC skills
- Ensure levels of customer service and the quality of output meets required standards through regular monitoring
- Ensure a high level of customer satisfaction at all times
- Relevant industry qualifications
- Minimum 3 years’ experience in the field of customer care and relationship management out of which at least a year in the position of Call Center Manager
- Fluent in English is a must

- Monthly Short-term Incentive
- 24/7 Insurance
- Laptop

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