Call Center Manager

؜ - ؜مصر ؜ -

تفاصيل الوظيفة

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

ملخص الوظيفة

  • المُعلن : Top Business Human Resources
  • تاريخ الإعلان : 28/11/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • الراتب : -
  • الهاتف : -
  • البريد الإلكتروني :

    إظهار البريد الإلكتروني

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Language: English