Call Center Manager – Job Ref: 26

Want create site? Find Free WordPress Themes and plugins.

Call Center Manager

Job Description

Call Center Manager Duties and Responsibilities

  • Ensuring that proper call procedure are followed
  • Ensuring that confidentiality of customer information is maintained
  • Implementation of new working procedures in the operation process
  • Addressing the executives and teal leaders about changes in a certain process
  • Checking that calls quality is maintained
  • Making arrangements for training of new joiners and refresher trainings to existing staff
  • Coaching, motivating and retaining staff and coordinating reward and incentive schemes;
  • Analyzing performance statistics and making decisions on the basis of these statistics improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
  • Attending to the issues of the staff and trying to find a solution
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Handling the most complex customer complaints or enquiries

Job Requirements

CompetenciesSkills

The skills and specifications that a call centre manager must have are as follows:

  • Problem solving skills
  • Should be motivating in nature
  • Excellent telephonic skills
  • Must have training skills
  • Good knowledge about customer satisfaction
  • Impressive communication and interpersonal skills.

Education and / Experience:

  • A degree in management studies or consumer studies is also compulsory.
  • Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities for three years

Language Skills

  • English and Zambian local languages

Computer Skills

  • Strong in Microsoft Power point
  • Strong in Microsoft Excel spread sheet
  • Strong in Microsoft word

How to Apply

To apply for this job please visit search6.smartsearchonline.com.

Did you find apk for android? You can find new Free Android Games and apps.

(Visited 406 times, 1 visits today)