Call Center Manager

الوصف الوظيفي

Call Center Manager

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.

What does a Call Center Manager do?

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.

Responsibilities

-    Develop objectives for the call center’s day-to-day activities
-    Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
-    Hire, coach and provide training to personnel to maintain high customer service standards
-    Answer questions from staff and provide guidance and feedback
-    Monitor and improve ordering, telephone handling and other procedures
-    Anticipate escalation and take over calls when needed
-    Devise ways to optimize procedures and keep staff motivated

Requirements

-    Proven experience as Call Center Manager or similar position for at least 3 years
-    Experience in customer service is required
-    Solid understanding of reporting and budgeting procedures
-    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
-    Ability to work under pressure
-    Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
-    Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Location

Palestine, Bethlehem.

Karkfeh Street, Ibrahim Atrash Building 4th Floor.

How to Apply?

Please send email to