Call Center Manager
UPS
Total des années d'expérience :20 years, 0 Mois
- Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center 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 center and preparing reports;
- Handling the most complex customer complaints or inquiries.
- 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.
Job Description:
Responsible for the daily running and management of the call centre through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
Ensure that we are offering the agreed service level and quality with our clients.
Coordinate and motivate call centre staff and also coordinate staff recruitment.
Activities:
• Setting and meeting performance targets for SL, Utilization, and quality.
• Planning and managing changes.
• Managing the daily running of the call centre.
• Liaising with 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.
• Planning and developing staff recruitment, including wording 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 meeting 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.
• Developing, implementing and reviewing core responsibilities and tasks.
• Analyzing performance statistics and making decisions on the basis of these statistics.
• Improving performance by raising efficiency and sourcing new equipment to enable this.
•Represent the customer care department during the preparation for any new products, Promotions, services and all other Commercial activities.
•Communication support (providing Call center staff with all help and support).
•Prepare the complaint handling cycle for any new product, service, or promotion.
•Follow up the impact of each promo, product, or new service, also provide the concerned parties with all needed statistics and propositions.
•Setting the semi annual plan and strategy of the commercial communication for the customer care department.
•Insure smooth communications between Customer Care and other departments.
•Designing and creating innovative new means of internal communications between the company's different premises (Core web development is personally performed in some cases).
•Administrating, maintaining and authoring all the content for the intranet web based knowledge base that provides all the customer care staff including the call center teams with detailed info about the products, services, rate plans, promotions, etc... And the internet content on the company's web site for the customers.
•Designing new ways of interactive communication with the customers through the company's web site (Core web development is personally performed in some cases).
•Create Quiz and Questionnaire that Call center managements use it to evaluate the Staff.
•Arrange with IT all IVR Functions and options.
•Create all needed Flow Charts needed for IVR.
•Being available among the call center members in the launch day of any product, promo or service in order to respond to their inquiries.
•Using the plasma screens in exhibiting presentation including any new promo or product brief.
•Support the non- commercial activities like events, internal transfers, periodic exams etc…
•Administrating and authoring the web based social portal for publishing social information about all the staff to increase their engagement according to our organization's culture.
• Handling the customers of our clients.
• Keep my performance adherent to Key performance indicators which detected by the company.
• Do my tasks with the perfect performance on the detected time.
• Keep my team spirit and be helpful to my team to ensure the best quality and performance to the team as a whole.
• I was delegated on my team (as a team leader) for about 3 months as temp task.