YBWEB01

Call Center Operations Manager

İzmir, Ankara, İstanbul Anadolu Yakası, İstanbul Avrupa Yakası
  • 29.08.2018
  • 100 - 200 Arası Aday Başvurdu
  • 1940 Görüntüleme

Job Description

  • Create and foster a winning culture that fits with the company’s mission and core values,
  • Use best practices to ensure maximum call center productivity and superior customer service,
  • Manage all daily aspects of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations,
  • Align team’s goals with those of the company,
  • Carry out needs assessments, performance reviews and cost/benefit analysis for capital expenditures,
  • Consistently reviewing the performance of staff, identifying training needs and planning training sessions,
  • Establish performance targets for agents’ with an eye towards constant improvement,
  • Mentor, coach, and educate team on all aspects of superior customer service,
  • Keep employee turnover to a minimum,
  • Perform routine analysis of costs vs. budget and report on a weekly/monthly basis,
  • Monitor customer calls to improve quality, minimize errors and track operative performance,
  • Assign duties and monitor quality of work; assure staff conforms to organizational policies and procedures,

Required Skills

  • University degree,
  • Strong interpersonal skills including listening, empathy and responsiveness,
  • Ability to anticipate and solve problems,
  • Ability to multi-task in an efficient, thorough and prioritized manner,
  • Ability to work quickly, accurately and independently,
  • Ability to speak, read, write and understand English,
  • Excellent written and verbal communication skills,
  • Proficient in using common computer programs,
  • Strong organizational and team management skills,
  • Goal oriented, enjoys taking on challenges and is self-motivated,
  • Composure to interact with trainees, customers, operational teams and management,
  • Leads by example, demonstrating high standards and core values,

Summary Info

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