Manager, Call Center

Job Summary:

• Efficiently lead the Contact Centre’s team to continuously improve Customer Service & Production through consistent delivery of superior customer experience.
• Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP’s and Department Objectives.

Job Accountabilities:

• Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
• Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
• Training & Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
• Updating team members on Process changes, new product release & system changes.
• Ensure c...