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.

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Imperial Hotel Management Services Jobs Manager Contact Centre

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