Deputy Call Centre Manager - Contract

New

A Reputable Company

Job Summary

Hiring, training, coaching, and leading call center representatives as they provide support for customers.

  • Minimum Qualification: Degree
  • Experience Level: Management level
  • Experience Length: 8 years

Job Description

  • Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
  • Carrying out needs assessments, performance reviews and cost/benefit analyses
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Ensuring all relevant communications, records and data are updated and recorded
  • Advising clients on products and services available;
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimize errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organizing staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis


Qualification and Requirements
  • A Masters/Bachelors degree in any field is preferred
  • 8-10 years experience as a Manager/Deputy or Supervisor in the call centre is required
  • High Leadership Skill
  • Analytical
  • Research Savvy
  • Team Player
  • Proactive
  • Self-Starter
  • Highly self-motivated
  • Strong Operational Skills
  • Strong Customer Service Skills
  • Strong written and verbal communication skills
  • Should possess the skill to work both in team and also perform independently
  • Persuasive, patient manner
  • Coaching, Mentoring and leadership skills
  • Disciplined


Salary: 3000+

NB: Contract is for 4 months

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