We are seeking a highly motivated and experienced Call Centre Manager to oversee our customer service operations. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring efficiency, productivity, and customer satisfaction. The Call Centre Manager will play a crucial role in maintaining high service standards and fostering a positive working environment within the call centre.
Responsibilities:
- Manage day-to-day operations of the call centre, including performance monitoring.
- Develop and implement strategies to improve efficiency and customer service quality.
- Set performance goals for the team and individual representatives.
- Monitor calls and provide constructive feedback to improve performance.
- Handle escalated customer complaints and issues.
- Ensure compliance with company policies and procedures.
- Prepare regular reports and analyze call centre data to improve processes.
- Train, coach, and mentor call centre agents.
- Collaborate with other departments to optimize customer service delivery.
- Stay updated on industry trends and best practices in customer service management.
Requirements:
- Proven experience as a Call Centre Manager or similar role in a fast-paced environment. Minimum of 3 years experience.
- Strong leadership and managerial skills.
- Excellent communication and interpersonal skills.
- Ability to motivate and coach a team towards achieving goals.
- Experience with call centre equipment and software.
- Analytical mindset with the ability to make data-driven decisions.
- Knowledge of performance evaluation and customer service metrics.
- Ability to work under pressure and handle challenging situations effectively.
