Manager - Call Center - Hospitality

Call Center Manager

Scope of work :

- Inbound Center receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints;

- Outbound Centre contact potential customers and clients with the aim of gathering information for selling a product.

- Sales ensure that all potential customers are contacted. Presentations are made and are signed in as customers

- Campaign management ensure all campaigns run with the set Cost per lead and Cost per Sale

Responsibilities :

Process Improvement :

- Identify, develop, recommend, implement and monitor process, procedure, product, system enhancements and/or program improvements.

- Research, analyze and report data used to meet all timeliness measures, ensure compliance, manage inventories, reflect monthly/quarterly/annual activities, measure programs, products, or system efficiencies.

- Experience in Six Sigma.

Call Centre :

- Managing the daily running of the call Centre, including sourcing equipment, effective resource planning and implementing call Centre strategies and operations;

- Carrying out needs assessments, performance reviews of call Centre executives and cost/benefit analyses;

- Monitoring random calls to improve quality, minimize errors and track operative performance;

- Reviewing the performance of staff, identifying training needs and planning training sessions;

- Recording statistics, caller performance levels of the Centre and preparing reports according to the Sr management's requirement

- Organizing staffing, including shift patterns and the number of staff required to meet demand;

- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

Campaign :

- Ensure that campaigns rolled out are fetching the desired conversion rate

- Performance tracker and Audit on The Cost per lead and Cost per sales on a weekly basis

Sales :

- Setting and meeting performance targets for speed, efficiency, sales and quality;

- Ensuring all relevant communications, records and data are updated and recorded;

- Liaising with Branch Manager and sales team to improve on the leads that can improve sales number;

- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.