Manage daily operations and smooth running of the call centre through the effective use of resources.
Responsible for meeting and setting customer service targets and planning areas of improvement or development, ensuring that calls and emails are attended by staff within agreed time scales and in an appropriate manner.
Manage call centre expenditure within company guidelines and ensure maximum ROI.
Responsible for coordinating and motivating call centre staff and managing staff recruitment. Furthermore, determine call centre operational strategies by conducting needs assessments and performance reviews, defining user requirements, establishing technical specifications and production, productivity, quality, and customer-service standards contributing information and analysis to organizational strategic plans and studies.
Ensure that the Company and the Manufacturer?s brand values are upheld in all communications and activities, and maintain the highest level of professionalism and values, acting as a Company Ambassador at all times.
Train and onboard new Call Center Agents as required to meet quotas.
Set daily objectives to guide the call centre agents and streamline the workflow.
Assess the productivity and efficiency of the customer service team by analyzing relevant stats and data.
Suggest performance improvement measures by analyzing crucial call centre metrics and statistics.
Provide coaching and assistance to call centre agents on an ongoing basis.
Provide detailed information on the total lead volume to the top-level management or designated professional.
