Call Center Manager
Main functions & Responsibilities:
Manage the daily operations of the Call Center, ensuring its efficiency for a benchmark
service to our customers and profitability of the department.
Major tasks and responsibilities:
- Ensure optimal management and performance of the Call Center in line with set standards
and objectives
- Evaluate staffing needs, conduct periodic evaluations of staff and communicate recommendations
to the Customer Care Director
- Continuously revise performance of the Call Center; analyze, propose and implement
approved action plans to improve service level
- Implement, with other departments and sections, special projects linked with Call
Center operations, such as the launch of new products and services, etc…,
and supervise its execution
- Maintain constant communication with other departments and sections
- Make necessary recommendations to resolve departmental issues
- All other tasks required by the Customer Care Director
Education / Experience
- University degree in management or related field
- 3 years of experience in management of a customer service, preferably in the sector
of telecommunication
- Excellent communication skills in French and English
- Proven leadership skills and ability to motivate staff
- Computer knowledge (Word, Excel, Power Point…)
Key Competencies
- Conflict management
- Ability to work in a fast past environment
- Decision making
- Pro-active attitude
- Good inter personal skills
- Result oriented
- Leadership
- Strategic planning
- Good overall communication skills
- Negotiation skills