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Job Description

• Develop and manage call center operations policies, procedures and standards to ensure customer service excellence.
• Establish and maintain effective communication with other departments to ensure smooth operations.
• Supervise and manage staff performance, attendance, coaching and disciplinary actions.
• Monitor and evaluate call center operations and performance.
• Identify process improvements and develop strategies to increase efficiency and productivity.
• Monitor adherence to established SLAs and KPIs.
• Analyze call center data and develop reports to identify trends and opportunities for improvement.
• Develop, implement and manage training programs for call center agents.
• Manage projects to ensure successful implementation, on time and within budget.
• Analyze customer feedback and provide recommendations for improvement.
• Skills and Competencies to Have
• Strategic Planning: Ability to develop and implement effective plans to reach organizational goals.
• Client Relations: Ability to build and maintain relationships with clients, identify customer needs, and track customer satisfaction.
• Analytical Skills: Ability to analyze data, recognize opportunities and develop solutions.
• Leadership: Ability to lead and motivate teams, manage resources effectively, and drive projects to completion.
• Problem Solving: Ability to identify and resolve problems quickly and efficiently.
• Communication: Ability to communicate effectively with team members, clients, and other stakeholders.
• Project Management: Ability to define, plan, and manage projects from inception to completion.
• Time Management: Ability to manage time efficiently and prioritize tasks effectively.
• Technical Knowledge: Knowledge of relevant technologies, tools, and platforms used in the call center environment.
• Quality Control: Ability to monitor and ensure quality of customer service and adherence to established standards.
• Experience with Ameyo, Slashrtc, Aspect Crux Diallers would be considered.

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