Call Center Manager [MBB-01]

Văn phòng khang trang và năng động luôn là hình ảnh của Mắt Bão

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.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Requirements

  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • 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
  • Positive and patient
  • Bachelor or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Benefits included

  • As the Call Center Manager you will receive a competitive rate of pay, a friendly working environment and reward
TO APPLY
• Send resume and cover letter to job@matbao.com  referencing “Call Center Manager”.
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