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Call Center Manager Job Description

Job Overview

We are looking for a call center manager who should be able to monitor day to day call center tasks and supervise the staff to achieve business goals and objectives. You will be liable to provide good results cost effectively. You are expected to maintain the quality of customer service. The ideal candidate must have excellent communication and customer service skills to carry out this role successfully.

If you consider yourself suitable for this position, please do apply.

Responsibilities

  • Hiring and training of the new staff.

  • Effective resource planning of the call center on monthly basis.

  • Providing quality customer service.

  • Communicating with the staff and higher management to resolve any issues.

  • Handling the difficult situations optimistically and effectively.

  • Analyze the call center needs and provide suggestions to improve the performance and productivity of the staff.

  • Make use of the full potential of the staff and motivate them to deliver their best.

  • Meeting the organizational goals and maintain the standard of the services.

  • Evaluate team’s performance on a timely basis.

Requirements

  • BS in Business Administration.

  • 4 years of experience as a Call Center Manager.

  • Experience in customer service field will also be considered.

  • Certified Call Center Manager( CCCM) or relevant certification is a plus.

  • Proficient in MS Office.

  • Excellent verbal and non-verbal communication skills.

  • Strong leadership and organizational skills.

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