Call Center Manager
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Scope: The Company's Call Center in direct contact with our consumers whether requesting our products our managing a complaint regarding any aspect of the product. Functional Responsibilities: - Managing the daily duties of call center both incoming and outgoing along with the home delivery fleet - Managing efficient home delivery consumer promotions in conjunction with Marketing. - Following up the inactive customer & planning with the team in how to activate them back by using outbound calls - Recording statistics, user rates and the performance levels of the center, and preparing reports. - Handling the most complex consumer complaints or enquiries. - Responsible on revamping the Database and track the new database achievements. - Responsible to secure the database. - Searching for potential new consumers/database. Leadership Responsibilities: - Coaching, motivating and retaining the call center team. - Setting and meeting performance targets for speed, efficiency, sales and quality, - Monitoring random calls to improve quality, minimize errors and track agents performance. - Organizing staffing, including shift patterns and the number of staff required to meet demand. - Liaising with team leaders, agents and third parties to gather information and resolve issues. Functional Authority: (Job Grade 18 and above) - Develop the working schedule to fulfill the work need - Planning and developing staff recruitment and liaising with HR staff - Approves the team's promotions and transfers - Select the right calibers to fill the new vacancies
Requirements
Education, Certifications and Licenses: - Bachelor degree in Business Knowledge and Experience: - Minimum 5 years of experience in the customer service field - Advanced understanding of database structures and basic network process flows Skills and Abilities: - Language skills - Computer skills - Analytical skills - Negotiation skills - Communication skills - Ability to handle customer's complaints Personal Qualities: (Jobholder's profile) - Flexibility to work on vacations - Doesn't mind to work at the night shift - Doesn't mind to promote and sell alcoholic products
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