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Call Center Manager

2 weeks ago

مصر, Egypt Top Business Human Resources Full time

**Job Description**:

- 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 orthe pastand escalates as appropriate.
- 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 todiscover 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 E-commerce to build demand and uses Trade Marketing to assess promotions.
- 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.
- Evaluates weekly KPIs and performance; implementappropriate corrective action measures.
- 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.

Qualifications:

- Bachelor’s Degree in any respective field.
- + 7 experiences in Call center Management and E-commerce background
- Fluent in English is a must