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Title
Text copied to clipboard!Contact Center Manager
Description
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We are looking for a dedicated and experienced Contact Center Manager to join our team. The successful candidate will be responsible for the strategic planning and execution of all contact center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Contact Center Manager's success is measured by the organization's ability to provide high quality services while improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.
Responsibilities
Text copied to clipboard!- 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
- Manage and direct all aspects of incoming contact operations
- Implement and review policies and operating structure of the contact center
Requirements
Text copied to clipboard!- Proven experience as contact 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
Potential interview questions
Text copied to clipboard!- How do you handle stress and pressure?
- What is your management style?
- How do you motivate your team?
- How do you handle a missed deadline?
- What strategies would you use to motivate your team?
- What’s the most difficult decision you’ve made in the last two years and how did you come to that decision?
- Describe a time when you had to handle a customer complaint. How did you handle it?
- How do you evaluate success?
- How do you handle change?
- How do you keep organized?