Amal

Call Center Manager

Job Overview

Major Tasks & Responsibilities

 

  • Contribute to setting up the call center strategies.
  • Ensure effective translation of call center strategies into an operational plan.
  • Set, follow up and manage call center objectives and KPIs based on the corporate objectives.
  • Prepare the call center’s yearly budget.
  • Analyze call center daily, weekly, monthly, seasonal, and yearly statistics, detect customer behavior trends and suggest ways to improve performance.
  • Participate in product development, testing, launching, and improvement of new services.
  • Transfer and follow up on un-resolved requests and complaints with the concerned stakeholders and entities.
  • Maintain, update, and improve systems and tools of call center units that guarantee effective and efficient practice.
  • Build, lead, develop, and motivate team members to reach optimum performance and achieve corporate, department, and unit objectives.

Required Skills:

  • Excellent communication skills.
  • Good management and leadership skills.
  • Good reporting skills.
  • Budgeting abilities.
  • Planning and organizing skills.

More Information

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