Duties and Responsibilities:
Team Leadership:
Lead, mentor, and motivate a team of call center agents and supervisors.
Set performance goals and monitor progress through regular performance evaluations.
Conduct training and development programs to enhance staff skills and knowledge.
Operational Management:
Plan and manage daily call center operations, ensuring adherence to established processes and
service level agreements (SLAs).
Monitor call queues, agent performance, and call quality.
Implement strategies to optimize call center efficiency and productivity.
Client Relationship Management:
Build and maintain strong client relationships by understanding their needs and addressing concerns promptly.
Collaborate with clients to define performance metrics and key performance indicators (KPIs).
Quality Assurance:
Implement quality assurance processes to maintain high service standards.
Regularly review and assess call recordings and customer interactions to identify areas for improvement.
Reporting and Analysis:
Prepare and analyze reports on call center performance, including call volume, response times, and customer satisfaction.
Use data driven insights to make informed decisions and improve operational efficiency.
Resource Management:
Manage staffing levels, including hiring, scheduling, and workforce planning.
Allocate resources effectively to meet service level targets.
Technology Utilization:
Oversee the use of call center software and technology to streamline processes and enhance customer interactions.
Identify opportunities for technology upgrades and improvements.
Compliance and Security:
Ensure compliance with industry regulations and data security standards.
Implement and maintain policies and procedures for data protection and privacy.
Qualification:
Bachelor’s degree in business management, communications, or a related field.
Proven experience in call center management or BPO operations, with a track record of achieving performance targets.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Proficiency in call center software and customer relationship management (CRM) tools.
Data driven decision making skills and proficiency in data analysis.
Knowledge of industry-specific regulations and best practices.
Strong problem solving and conflict resolution skills.
Ability to adapt to a fast paced and dynamic work environment.
Key Attributes:
Results oriented and focused on achieving performance goals.
Customer centric mindset with a commitment to delivering exceptional service.
Detail oriented and organized.
Strategic thinker with the ability to identify and implement process improvements.
Strong leadership and coaching skills to develop a high performing team.
Ability to handle high pressure situations and make sound decisions.
Apply via :
nel.com
