๐ช๐’๐ฅ๐ ๐๐๐ฅ๐๐ก๐! Are you ready to lead with excellence? We’re seeking a skilled Operations Manager with top-notch communication abilities to drive success in our call center operations.โ
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๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐:โ
- Develop objectives for the call centerโs day-to-day activitiesโ
- Client management, process requirements and stats to present reports. โ
- Resolution of conflicts in Forecast and Staffing. โ
- Being able to sustain a productive environment and drive the KPI performance. โ
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)โ
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)โ
- Assume responsibility of budgeting and tracking expensesโ
- Hire, coach and provide training to personnel to maintain high customer service standardsโ
- Monitor and improve ordering, telephone handling and other proceduresโ
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)โ
- Prepare reports for different departments or upper management โ
๐ ๐๐๐ ๐ต๐ฎ๐๐ฒ ๐๐ธ๐ถ๐น๐น๐ ๐ฎ๐ป๐ฑ ๐ธ๐ป๐ผ๐๐น๐ฒ๐ฑ๐ด๐ฒ ๐ถ๐ป: โ
- Proven experience as call center manager or similar related position in BPO or CC.โ
- Experience in Call Center management roles is required.โ
- Knowledge of performance evaluation and customer service metricsโ
- Solid understanding of reporting and budgeting proceduresโ
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)โ
- Proficient in MS Office and call center equipment/software programsโ
- Outstanding communication and interpersonal skillsโ
- Excellent organizational and leadership skills with a problem-solving abilityโ
- Positive and patient โ
Send your updated resume to: onetaph@nearsol.com