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Call Center Manager Job Opening by hokore: 3:47pm On Oct 29, 2013 |
Position title: Call Center Manager Responsibilities: Lead inbound and outbound call center functions to deliver sales and service propositions in line with business and channel strategies, also achieving customer satisfaction and financial objectives. Reports to: Managing Director Supervises: Head of Departments Main Activities: Design and develop short and long-term plans for the call center delivering directions, process improvement, human resource capability and organizational support. Accomplish organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments, meeting sales and profitability targets. Represent Customer Operations with Sales and Marketing, working with business leaders to ensure support of strategies through the delivery of sales and service propositions in a stratified support environment. Deliver customer service, achieving coordination of day-to-day operations through subordinate management. Operating and developing the call centre and offering service delivery to meet the needs of customers. Work with unit head to clearly identify and define their responsibilities, developing key performance indicators to ensure effective and efficient operations. Undertake regular team meetings, training and coaching sessions for all direct reports, conducting regular performance appraisals and remunerations reviews. Develop, manage and report on functional budgets including delegating budgetary responsibility and cost centre management to direct reports as appropriate. Contribute to the wider Customer Operations/Call Centre resource and capability strategy. Act as a lead change agent for Customer Operations ensuring all change initiatives are planned, structured and deliver overall business objectives. Skills: Proven call centre management experience including a clear understanding of call centre and CRM packages and technologies Developed skills in planning and organizing large service delivery functions and problem solving. Ability to think and act at a strategic level Financial management, including budget creation and management Ability to persuade and influence customers at the highest level Ability to train, motivate and provide feedback to staff in a team environment Well developed negotiation, facilitation, communication and presentation skills Qualification: At least 3years experience in a customer service management coupled with a relevant business/marketing experience. To apply for this position send a mail to recruitment@xlmanagementservices.com not latter than one week of this publication |
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