Posted Nov 24, 2023 272 views
We are looking for a Call Center Supervisor with minimum 5 years’ experience, have excellent communication skills in order to work with clients, train and encourage the team they supervise, ensure that technology is utilized to a maximum and that staff are well-organized and productive. Our business focus is internet marketing with incoming and outgoing calls for the USA/Canada markets.
Responsibilities
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Requirements and skills
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- MBA or equivalent education
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Job Details
Nationwide Insurance Brokers Pvt Ltd
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