Call Centre Manager

at Buildism in Metro Manila
Published at Feb 14, 2017

We are looking for an "outbound skilled" Call Centre Manager to supervise the daily operations and personnel of a small call centre. You'll be required to achieve maximum efficiency and cost-effectiveness by ensuring technology is utilised to a maximum and team members are well organised and productive.

You'll need to be organised, reliable and results-driven driven professional with excellent customer service and communication skills.

Your objective will be to do everything possible to reach milestones on time and contribute towards strengthening the company.

You will report to and work closely with the Chief Operations Officer.

Responsibilities:
- Develop objectives for the call centre's day-to-day activities
- Conduct effective resource planning to maximise the productivity of people technology
- Collect and analyse call centre statistics (calls, appointments, conversions, etc.)
- Assume responsibility for call centre budgeting and tracking of expenses
- Hire, coach and train team members to maintain the highest standards
- Monitor and improve telephone handling and other procedures
- Prepare reports as required by management

Requirements:
- Impeccable written and spoken English
- Proven experience as a Call Centre Manager
- Proven experience as a successful call centre operator/agent
- Proven experience in customer service
- Outstanding communication and interpersonal skills
- Excellent organisational and leadership skills with advanced problem-solving abilities
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of call centre reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness)
- Proficient in use of 'customer relationship management' software (CRMs)
- Experience with data manipulation may be an advantage
- Positive and even-tempered personality
- Formal education in a relevant discipline may be an advantage

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Published at Feb 14, 2017
Viewed: 3167 times