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Title
Text copied to clipboard!Call Center Operations Manager
Description
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We are looking for a dedicated and experienced Call Center Operations Manager to join our team. The successful candidate will be responsible for the daily running and management of the center through the effective use of resources. They will have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. The Call Center Operations Manager ensures that calls are answered by staff within agreed time scales and in an appropriate manner. They coordinate and manage the work of the customer service staff, ensuring good customer service, improved performance, increased productivity, and increased profitability.
Responsibilities
Text copied to clipboard!- Manage daily operations of the call center.
- 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.
- Hire, coach and provide training to personnel to maintain high customer service standards.
- Monitor and improve ordering, telephone handling and other procedures.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Develop objectives for the call center’s day-to-day activities.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
Requirements
Text copied to clipboard!- 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.
- 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.
Potential interview questions
Text copied to clipboard!- What strategies would you use to motivate call center agents?
- How do you handle negative feedback from customers?
- What is your experience with call center software?
- How do you measure success for a call center?
- What is your approach to handling escalated customer complaints?