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Call Center Manager

Category Customer Service
Publish Date Sunday 27-11-2022
Country Egypt
Gender any
Years Of Experience 6 - 9 Years
Salary Negotiable

A multinational company located in Ramsis is hiring a Call Center Manager position


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
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