We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Responsibilities:

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Requirements:

  • High school diploma or equivalent.
  • Restaurant industry experience is a must.
  • Minimum 2 years’ experience in a similar role.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees.
  • Decisiveness and attention to detail.
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
  • Polite, professional phone voice.

工作详细内容

全部职位:
1 发布
工作时间:
轮班制
工作类型:
工作地址:
性别:
没有偏好
最低学历:
学士
职位等级:
资深专业人员
经验:
1年 - 5年
在之前申请:
Jul 07, 2024
发布日期:
Jun 06, 2024

Hot n Spicy

· 101-200 员工 - 卡拉奇

你最大的竞争优势

快速得到有竞争力的分析和专业的对你的评定
联系我们团队的专业顾问来提升你的简历
尝试罗资 专业版

相同职位头衔

Call Center Agent

Mindzeye Inc, 卡拉奇, 巴基斯坦
发布 Nov 12, 2024

Call Center Agent

Dailzilla Solutions, 拉合尔, 巴基斯坦
发布 Nov 11, 2024

Call Center Agent

Galaxy Home Developers, 卡拉奇, 巴基斯坦
发布 Nov 12, 2024

Call Center Agent

Nexal It Center, 拉合尔, 巴基斯坦
发布 Oct 24, 2024
浏览全部
我在ROZEE上找到工作啦!