Call Center Manager Job description
Job brief
Responsible for managing activities for the Call Center and ensuring customer service objectives are well supported. Oversees the training of new personnel. Ensures professional relations exist with customers and reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.
Responsibilities
Supervise agents, with responsibilities related to sales, customer relations, trouble reporting, policies
Communicate expectations, monitor results, manage performance
Mentor agents in effective selling techniques (how to recognize selling opportunities, convert calls into sales, save the sale, increase average order value and order conversion, effective use of pricing and discounts, maintain proper margins, upsell/cross-sell, consultative selling, promote product value)
Foster customer loyalty and retention; resolve customer complaints effectively
Provide client support as needed
Function as subject matter expert; knowledgeable about products and procedures
Monitor queues and address real time workforce issues
Evaluate phone calls, chats and emails
Coach, train, and develop agents
Administer attendance, policies, job aids, training materials
Conduct employee corrective action and performance improvement plans
Keep contact center manager informed on all open or unresolved issues
Ensure that call center team members adhere to company policies
Conduct agent reviews
Report system, web and phone problems to appropriate parties
Keep contact center operations manager informed on all open or unresolved issues
Foster a positive teamwork environment; function as a role model
Flexibility to assist with scheduled shifts and at times be on-call on weekends
Other duties or projects as assigned
Requirements
Bachelor’s Degree in IT, Computer or Networking preferred
5+ years’ experience in a call center environment
3-5 years of Call Center Managerial experience
Must have previous knowledge of Call Center operations and functions, as well as business processes
Highly developed interpersonal and people management skills, including ability to interact with and
influence people at all levels
Strong customer focus and a good telephone manner;
A desire to help others work towards targets and develop their skills
Understanding of the metrics (KPIs). Able to be honest about metrics when someone asks and is willing to
take the hit when the metrics are in the tank.
Excellent problem solving and analytical skills.
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