الوصف
Job Description
Interviewing, training, coaching, and leading call centre
representatives as they provide support for customers.
• Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explaining expectations to employees.
• Assisting other management team members in identifying trends and establishing call centre goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers.
Candidate Profile Required
Experience 3 years at least as a Call centre manager.
• Bachelor's degree or equivalent.
• More education or experience related to the food and beverage (F&B) field may be preferred.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Proficiency with the necessary technology, including computers, software applications, MS office, phone systems, etc.