Call Center Manager Job

Responsibilities:

Develop objectives for the call centers day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, conversion rate, productivity by agent etc.)
Assume responsibility of budgeting and tracking expenses
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 (connectivity, conversion etc.)
Prepare reports for different departments or upper management

Requirements and Skills:

Proven experience as call center manager or similar position
Experience in D2C Tele-Sales is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.