Customer service sales manager

About the job

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional.

They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

As a call center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

• 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
• 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.

Requirements

• Proven experience as call center manager or similar position
• Experience in customer service / call center is a must.
• 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
• Bachelor's degree or equivalent; Higher degree in a relevant discipline will be appreciated.
• Alexandria resident.
• English proficiency is a must.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: E£15.00 - E£20.00 per month

Experience:

• Call center management: 1 year (Required)