Posted Jan 23, 2023 379 views
We are looking for a motivated and experienced “Head of Contact Center” for one of our clients to setup and lead call Center department for UK market. The individual will provide outstanding call center services to clients by developing effective call center procedures, implementing customer loyalty programs and setting sales performance goals. He will be responsible for the call center agents, who they train, hire, monitor and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient sales support.
Key Accountabilities:
- Setting up call center as per current industry norms
- Adopting best practices of call centers
- Supervising day-to-day operations in the call center department.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing sales goals and coordinating with the team to meet them on a steady basis.
- Implementing effective campaigns to boost sales
- Maintaining accurate records and documenting all customer-agents discussions and follow-ups.
- Staying informed and comply with the latest industry techniques and methods.
- Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
- Lead team meetings and coach and motivate team members
- Hire, onboard and train call center personnel
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an as-needed basis
- Able to work in office premises in UK time
Qualification:
- Bachelor Degree (call center related certification).
- Minimum 6+ years of relevant experience
Job Details
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