We are looking for a customer-oriented manager to join our customer service team, to oversee the day-to-day activities of the Call Centre team and ensure that information flow to customers is accurate and effectively done to improve customer satisfaction.

Responsibilities:

• Work with other management team to develop call centre objectives, keeping profitability and efficiency in mind
• Lead team meetings, coach and motivate team members
• Assist in training newly employed call centre personnel
• Analyse call centre data and prepare reports for management
• Continually develop new processes to boost efficiency and productivity levels
• Evaluate staff effectiveness and performance annually or on an as-needed basis
• Work with call centre representatives to solve problems like difficult calls from angry customer
• Develop objectives for a call centre’s day-to-day operations and analyse call centre statistics (like sales rates and customer service metrics) to ensure that these objectives are met

Qualification Required & Experience

Requirements

• Bachelor’s degree in communications, Consumer Relations or related fields
• 2 years’ proven working experience in the role of call centre management
• Familiarity with telemarketing software