Imperial Hotel Management Services Jobs Manager Contact Centre

January 22, 2023 admin

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.