Call Center Manager

Call Center Manager


PRINCIPAL ACCOUNTABILITIES:

  • The person must be able to plan daily work schedules for call centre staff
  • Develop and train operatives to attain professional standards in executing their assigned tasks
  • Monitor operatives to ensure full compliance with company policies and procedures
  • Control operations to achieve efficient utilization of resources
  • Collate accurate data and enter into templates for daily reports (Market Profile, Logistics (Service Levels), Lost Sales, Sales and Call Center Operations)
  • Submit full set of reports to Customer Service Manager for approval before disseminating to stakeholders at the stipulated time in each working day.
  • Conduct all other tasks/duties assigned by the Customer Service Manager


PERFORMANCE MANAGEMENT:

  • Utilization of call center resources
  • Accuracy of data and timeliness of reports
  • Compliance with company policy on sales transactions: not granting unauthorized credit to customers;preventing or detecting and exposing incidents of fraudulent collusion by staff
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CRITICAL QUALIFICATIONS/SKILLS/EXPERIENCE:

  • Any first degree, preferably in Humanities
  • Customer service professional with experience in marketing/financial organization
  • Proficiency in use of Microsoft Office Suites; Knowledge or willingness to learn Navision, V-tiger
  • Must be Fluent in Englis able with good report writing and analytical skills
  • the person must be a Team builder,mentoring skills,good planner and organizer of tasks/operations
  • Ability to work under pressure and meet deadlines
  • knowledge of Microsoft Dynamics Navision will be an advantage