Description:
We are seeking a Call Centre Manager on behalf of a well-known Ecommerce business at an exciting time of exponential growth. As a Call Centre Manager, you will be responsible for establishing best-practices in a Call Centre of about 25 agents. We need someone with strong leadership skills and has previous experience building processes from scratch.
Responsibilities:
- Overseeing and leading the day-to-day operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call Centre agents.
- You will be responsible for implementing strategies aimed at enhancing customer service, operational efficiency, and staff development.
- Lead, mentor, and motivate a call Centre and site support team, fostering a positive and productive work environment.
- Set performance goals and expectations for the team, and provide ongoing feedback and coaching to ensure targets are met.
- Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.
- Plan and manage staffing levels, schedules, and workforce allocation to meet service level agreements SLA and operational requirements.
- Develop and deliver periodic internal training programs for call center agents, focusing on product knowledge, customer service skills, and call handling techniques.
- Use data-driven insights to make informed decisions and implement strategies.
- Stay current with call center technologies and trends to optimize operations
- Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.
Requirements:
- 7+ years of experience in Customer Service/Bookings Call Centers
- Fluent English Speaking skills to an excellent standard
- Comprehensive knowledge of various Call Centre Software (IVR, Ticketing, QA)