call center manager
lava
Total years of experience :15 years, 5 Months
Serves customers by : Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating productivity, quality, and customer-service standards and analysis to organizational strategic plans and reviews. Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans. Recruiting, selecting, orienting, training, assigning, and disciplining employees; administering scheduling systems. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Devise ways to optimize procedures and keep staff motivated Measure performance with key metrics such as call abandonment, calls waiting etc. Ensure adherence to policies for attendance, established procedures etc. Keep management informed on issues and problems Prepare monthly/annual results and performance reports Manage a team of call center agents. Be available to affect the entirety of the team’s operations. Manage by walking around. Be visible to answer questions. Anticipate escalation and take over calls when needed. Be available when an agent appears to need assistance.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Provide the team with a vision of the project objectives Motivate and inspire team members Lead by setting a good example (role model) Coach and help develop team members Facilitate problem solving and collaboration Strive for team consensus and win-win agreements Ensure discussions and decisions lead toward closure Maintain healthy group dynamics Intervene when necessary to aid the group in resolving issues Assure that the team members have the necessary education and training to effectively participate on the team Encourage creativity, risk-taking, and constant improvement Recognize and celebrate team and team member accomplishments and exceptional performance
Determines requirements by working with customers. Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Fulfills requests by clarifying desired information; completing transactions; forwarding requests
i was working as a server administrator