مدير كول سنتر ( Call Center Manager )

Roushdy, Alexandria

2 years ago

Details

Experience Level3-5 Years

Education LevelBachelors Degree

Employment TypeFull-time

User TypeEmployer

Description

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.

Location

Egypt

Ad id 186097237

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