JOB SUMMARY: Provide leadership and guidance to a team of Call Centre Representatives while ensuring the successful delivery of quality service to the Client. Determine the long-range objectives and goals and to meet business operations expectations.
KEY RESPONSIBILITIES:
- Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals
- Managing the overall performance analysis of existing lists and programs.
- Developing and supervising a team of representatives and preparing their performance reports.
- Developing new lead targeting schemes, and scripting for the optimization of existing programs.
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Making employment decisions, setting up performance goals and targets for assigned teams.
- Promoting a customer service culture that encourages and ensures the staff
- Meet with clients as and when necessary in order to present and discuss productivity reports, discuss ways to increase revenue and build effective relationships
- Be available to travel domestically and internationally as deemed necessary KEY COMPETENCIES:
- Call Ability to work efficiently in a high demand, team oriented, and fast paced environment
- Ability to maintain customer confidentiality.
- Ability to express ideas in a clear and concise manner.
- Solid problem-solving skills and excellent Management skills.
- Ability to think tactically and identify significant success factors.
- Excellent communication and interpersonal skills
- High level of competence in MS Office
- Attention to detail, accuracy and time management
- Flexibility and Adaptability while maintaining professionalism QUALIFICATIONS AND EXPERIENCE:
- Associates Degree or higher
- 3-5 years cumulative experience in the BPO sector with 2+ years of managerial
experience.
- Utilities experience would be an asset. DISCLAIMER: This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and duties may vary from time to time, which do not change the general character of the job or the level of responsibility entailed.
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