Similar Jobs

You will lead and oversee the operations of the call centre, ensuring the delivery of high-quality service to customers while meeting business objectives. This role involves team management, performance monitoring, and the continuous improvement of processes to maximize customer satisfaction and operational efficiency.

Key Responsibilities:

Operational Management:

• Plan, manage, and monitor daily operations of the call centre to ensure efficient workflow and service delivery.
• Develop and enforce policies, procedures, and best practices for call centre operations.
• Ensure compliance with company standards, regulations, and industry best practices.

Team Management:

• Recruit, train, and manage call centre staff, including team leaders and agents.
• Conduct regular performance evaluations and provide constructive feedback for employee development.
• Foster a positive and motivating work environment to maintain high employee morale and productivity.

Customer Service:

• Monitor and evaluate customer interactions to ensure consistent service quality and adherence to protocols.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Drive initiatives to improve customer experience, satisfaction, and retention.

Performance Monitoring and Reporting:

• Track, analyse, and report on key performance indicators (KPIs) such as call handling time, first-call resolution, customer satisfaction, and abandonment rates.
• Identify operational bottlenecks and implement solutions to improve performance.
• Prepare regular reports for senior management, highlighting achievements, challenges, and opportunities for improvement.

Process Improvement:

• Continuously assess and optimize call centre processes to enhance efficiency and effectiveness.
• Introduce and implement new tools, technologies, and methods to improve call centre performance.
• Stay updated on industry trends and integrate innovative practices into the call centre operations.

Technology Management:

• Oversee the use of call centre software, systems, and tools to ensure seamless operations.
• Coordinate with the IT team to resolve technical issues and implement system upgrades.
• Leverage analytics and reporting tools to gain insights into performance and customer behaviour.

Qualifications and Skills:

Education:

• Bachelor’s degree

Experience:

• 3-5 years of experience in call centre, quality assurance department of call centre or customer service.
• Proven experience in managing teams and delivering exceptional customer service.

Skills:

• Strong leadership and team management abilities.
• Good verbal and written communication skills.
• Analytical and problem-solving skills with a focus on data-driven decision-making.
• Proficiency in using call centre technologies, CRM systems, Genesis, Cisco and performance tracking tools.
• Ability to work under pressure, handle conflicts, and adapt to changing priorities.

Skills:

Customer Service, Customer Analysis, Customer Satisfaction Management, Call Center Development,