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Contact Center Manager

3.00 to 6.00 Years   Bangalore   26 Jan, 2023
WhiteHat Jr
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Job brief :We are looking for a skilled Contact center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.An excellent contact 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 contact center manager, you must also 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 centers day-to-day activities- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;- Prepare reports for different departments or upper management- Work with Vendors for defining objectives, execution of key projects, drive operation targets.- Drive key performance metrics for chats & outbound callingRequirements :- Earlier experience of working with external Vendors & with large teams- Knowledge of performance evaluation and customer service metrics- Solid understanding of reporting procedures- 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,

Keyskills :
marketingsalesmanagementbusiness developmentmiscall center operationsms officesystem auditcontact centerproblem solvingcustomer servicedaily operationsquality assuranceresource planning

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