Call Center Manager

1 week ago


مصر, Egypt Heineken USA Inc. Full time

Scope:
**Responsibilities**:

- Manages the call center team's real-time view system (Cisco).
- Exports historical data and sales reports from Customer Relationship Management for use on the dashboard and performance analysis.
- Monitors the call center process, investigates system faults in real time or in the past, and escalates as appropriate.
- Participates in team and development meetings.
- Monitors the customer's dashboard voice to evaluate client questions and complaints in order to enhance customer satisfaction.
- Monitors daily team leader actions and ensures that they listen to recorded calls in order to discover and manage non-standardized calls.
- Creates a qualitative scorecard, exports calls, listens to and assesses them.
- Conducts spot checks on received calls to verify evaluation compliance.
- Establishes quantitative key performance indicators (KPIs) for all employees of the customer service team.
- Examines phone answer rates, abandoned calls, service levels, sales per agent, and conversation rates.
- Creates call center procedures and dashboards for each transaction; evaluates performance and data.
- Aligns with IT on insights for enhancing the website, technology, and apps.
- Collaborates with Ecommerce to build demand and uses Trade Marketing to assess promotions.
- Conducts an annual training needs analysis and collaborates with the training team to develop a training plan for the call center staff.
- Examines the team's attendance and watches overtime.
- Conducts capacity planning by anticipating incoming business load to determine the number of full-time personnel required.
- Closes all financial and sales reports and keeps an eye on costs.
- Maintains the call center's assets while adhering to safety requirements.
- Evaluates weekly KPIs and performance; implements appropriate corrective action measures.
- Allows new users access.
- Updates dynamic channel charts.
- Creates interactive voice recordings and seasonal message updates.
- Leads the call center team efficiently and effectively through on-the-job training, motivating, coaching, and staff development, analysis their learning and development needs and create the appropriate development plan together with all relevant stakeholders.

**Qualifications**:

- ____________________________________

**Education, Certifications and Licenses**:
Bachelor's Degree in Business/Marketing or any relevant discipline

**Knowledge and Experience**:

- Minimum 5 years of experience in the customer service field with 2 years of team management
- Advanced understanding of database structures and basic network process flows.

**Skills and Abilities**:

- Good communication & negotiation skills
- Good eye for figures and creative ideas
- Excellent Language and Computer Skills
- Initiative taker
- Smart and prompt
- Ability to handle customer's complaints


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