Imperial Hotel Management Services Jobs Manager Contact Centre
Imperial Hotel Management Services Jobs Manager Contact Centre:
MANAGER – CONTACT CENTRE
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.
DUTIES/RESPONSIBILITIES:
- Develop objectives for the call center’s 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, costs, customer service metrics 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 (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
REQUIRED SKILS & ABILITIES
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- 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
- Positive and patient
EDUCATION AND EXPERIENCE:
- Bachelor’s degree required
- At least five years of related experience required, with prior management experience
Market based salary along with other perks and benefits will be offered to selected candidate. Please apply at [email protected] latest by January 27, 2023.
Imperial Hotel Management Services Jobs Manager Contact Centre
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