|-Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
-Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
-Prepare reports for different departments or upper management
-Collect and analyse call center statistics
-Assume responsibility of budgeting and tracking expenses
-Ensure that all employees follow the company’s best practices for call center management and operation
-Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
-Coaching, and motivating people at pace.
-Ensuring that all staff are kept informed of legislation, new working practices and technological changes.
-Identifies and resolves customer issues as well as participates in routine communications with clients to ensure complete customer satisfaction
-Ensure proper recruitment, training, staffing and technology to handle call volume, contractual requirements and interviewing of new members.
-Providing reports on various aspects of staff performance to other members of the management team and upper management.
-Manage and organize staffs monthly schedule
-Fully comply and respect Company Policy & internal regulations
-Other duties as assigned
|-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, computer and network operating system and call center equipment/software programs
-Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
-Positive and patient
-Experience with scheduling for 24/7/365 operation
-Excellent communication, presentation, and administrative skills with exceptional interpersonal skills
-Demonstrated ability to lead the activities of 30+ employees operating across a variety of shifts, and strong team orientation
-Strong analytical skills
-Patient listening and strong conciliation skills