Manager - Inbound Call Center - IT/Education

Roles and Responsibilities :

- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.

- Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

- Prepares performance reports by collecting, analysing , and summarising data and trends.

- Accomplishes organisational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirement:

- Minimum 5 years into team handling and Proven experience as call centre manager or similar position.

- Mandatory experience in Inbound Call Center is required.

- Experience in customer service is required.

- Knowledge of performance evaluation and customer service metrics. Proficient in MS Office and call centre equipment/software programs. Outstanding communication and interpersonal skills.

- Excellent organisational and leadership skills with a problem-solving ability.