Call Center Manager

Công Ty Cổ Phần Thương Mại Vivi

Hết hạn: 21/09/2019

Chi tiết công việc
Giới thiệu công ty

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VỊ TRÍ TUYỂN DỤNG: Call Center Manager

JOB DESCRIPTION

Responsibilities

Inbound Center - receive calls from customers about queries, requests, orders and complaints
Outbound Center - contact potential customers and clients with the aim of gathering Aiblity to multitask and remain calm under pressure, especially during peak hours or intense situations
Exceptional interpersonal, customer service, problem - solving, verbal and writên communication, and conflict resolution skills
Knowledge of management principles and familiarity with company products, services, and policies
Strong coaching and leadership skills, ability to motivate employees
Decisiveness and attention to detail
Proficiency with necessary technology, including computers, software applications, phone systems, etc
Polite, professional phone voice
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
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Organizing shift patterns and the number of staff required to meet demand
Coordinating bonus, reward and incentive schemes
Hiring, training, coaching, and leading call center representatives as they provide support for customer

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
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Chi tiết công việc cụ thể sẽ được trao đổi trong buổi phỏng vấn

Địa điểm nộp hồ sơ (Phòng nhân sự)

Công ty CP thương mại VIVI - Lầu 1, 138 - 142 Hai Bà Trưng, phường Đa Kao, quận 1, TPHCM.

Thông tin liên hệ

Ms Tâm - TP.HCNS: [protected info]
Ms Yến: [protected info]
Email: [protected info] hoặc [protected info]

Thông tin chung

Ngày hết hạn: 21/09/2019
Thu nhập: Thỏa thuận

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