Job expirat
This position is responsible for managing the daily operations of the Call Center in the most effective and customer-satisfying manner by leading and coaching a supervisory team.
The Call Center Operations Manager will be responsible for:
• Establish and consistently meet/exceed service quality goals and objectives in performance, production and quality.
• Generate and analyze reports throughout the shift to make appropriate program changes.
• Review performance and production reports to ensure that goals are being met.
• Interview and hire all required personnel
• Develop a high performance team by acting as coach and mentor to staff.
• Train and empower Supervisors to motivate Call Center Representatives.
• Write and conduct monthly performance appraisals.
• Assure that appropriate rewards and recognition are implemented.
• Contribute to budget/expenses and recommend solutions and changes for improving Contact Center financial performance.
• Evaluate supervisory quality monitoring sessions to ensure improved Call Center Representative performance.
• Maintain continuous communication with Call Center Manager, Supervisory team, Information Technology, as well as with upper Management to review service levels and performance.
• Ability to develop strategically and tactical plans, sets goals, and executes.
• Understands and is able to manage performance maximization.
• Continuous use of reporting & traffic forecasting tools.
On behalf of our client, Telecom Company, we are looking for a Call Center Manager with the following profile:
• Minimum of 3 years previous inbound management experience in a call center environment.
• Must possess outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people.
• Proficiency in MS Word & Excel with an emphasis on creation, design & maintenance of spreadsheets.
• Strong interpersonal, verbal and written communication skills.
• Ability to relate to all levels of staff and management.
• Good reasoning abilities and sound judgment.
• Resourceful and well-organized.
• Ability to create a harmonious team atmosphere and interacts professionally with all employees.
• Excellent skills in speaking and writing in English language
Please apply on line or send your resume at denisa.andrei@bmr.ro
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