Operations Manager

An excellent Call Center Manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. As a call center manager, you must have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

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

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

• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus