Call Center Operations Manager

DUTIES AND RESPONSIBILITIES:

• Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.
• Prepares call center performance reports by collecting and analyzing call agents’ data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Monitors team performance and provide tools if necessary.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.

REQUIREMENTS:

• Graduate of any business course

• With at least 5 years’ working experience as Operations Manager in the Business Process Outsourcing

• A successfully completed management course is a plus
• Excellent understanding of technology, software applications, and phone and computer systems

• Advanced customer focus and customer service skills

• Exceptional training and coaching skills to motivate employees

• Great verbal and written communication skills

• Ability to remain calm and in control of a situation