- 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
Proven experience as call center manager or similar positionExperience in customer service is requiredKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)Proficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem-solving abilityPositive and patientHigh school diploma or equivalent; Higher degree in a relevant discipline will be appreciatedCertified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus