ZenOnco.io - Manager - Call Center Operations

Manager - Call Center Operations

- We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

- You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

- An excellent call center manager must be an organized, reliable and results-driven professional.

- They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements.

- As a call center manager, you must also have excellent customer service and communication skills.

- The goal is to do everything possible to attain goals and achieve great results for our company.

- Managing operations of the front end and back end teams

- Monitoring team performance , productivity and service levels on an ongoing basis.

- Develop objectives for the call day-to-day activities

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collect and analyze call statistics (sales rates, costs, customer service metrics etc.)

- Hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

- Evaluate performance with key metrics (accuracy, call-waiting time etc.)

- Prepare reports for different departments or upper management