Call Center Manager - Call Center

Scope:
Leads and develop the call center department by managing call center
transactions, orders, and complaints in different channels: inbound, outbound,
social media chat, application chat and emails to create a world class
customer experience across all E-Commerce Channels
Responsibilities:
* 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 or in the past, and escalates as appropriate.
* Participates in team and development meetings.
* 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 to discover 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 Ecommerce to build demand and uses Trade Marketing to assess promotions.
* Conducts an annual training needs analysis and collaborates with the training team to develop a training plan for the call center staff.
* Examines the team's attendance and watches overtime.
* 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.
* Maintains the call center's assets while adhering to safety requirements.
* Evaluates weekly KPIs and performance; implements appropriate corrective action measures.
* Allows new users access.
* 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, analysis their learning and development needs and create the appropriate development plan together with all relevant stakeholders.
Qualifications:

Education, Certifications and Licenses:
Bachelor's Degree in Business/Marketing or any relevant discipline
Knowledge and Experience:
* Minimum ‎5 years of experience in the customer service field with ‎2 years of team management
* Advanced understanding of database structures and basic network process flows.
Skills and Abilities:
* Good communication & negotiation skills
* Good eye for figures and creative ideas
* Excellent Language and Computer Skills
* Initiative taker
* Smart and prompt
* Ability to handle customer's complaints
Job Type: Full-time