Responsibilities

• Create a task list for the call center daily activities and ensure they are achieved.

• Ensure the resources are used to produce optimal results.

• Monitor the performance of the call center and regularly provide feedback.

• Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.

• Provide training and orientation for the recruits to provide high-quality customer service.

• Oversee the budget plans and track expenses of the call center.

• Assess performances with metrics like calls left waiting, calls missed, etc.

• Ensure that all employees adhere to the company policies and regulations.

• Prepare performance reports and report any issue to the management.

Requirement:

• Prior experience as a call centre manager or any managerial position.

• Experience with customer service is compulsory.

• Proficient with MS Office and Call Centre software programs.

• Strong ability to budget and perform financial analysis.

• Strong knowledge of performance evaluation techniques and customer service metrics.

• Driven and result oriented.

• Strong problem-solving ability and analytical skill.

• Excellent multitasking, time management, and leadership skills.

Qualifications and Education Requirements

Experience