Call Center & Customer Service Manager
Idea
Employer Active
Posted 9 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Oversee daily operations of the call center and customer service teams to ensure high-quality service delivery.
Develop, implement, and monitor performance metrics to drive continuous improvement in customer satisfaction.
Recruit, train, mentor, and evaluate customer service representatives and team leaders.
Handle escalated customer inquiries and resolve complex issues promptly and professionally.
Collaborate with other departments to streamline processes and enhance the customer experience.
Analyze call center data and generate reports to identify trends, opportunities, and areas for improvement.
Establish and enforce policies, procedures, and best practices for customer service operations.
Manage scheduling, staffing, and resource allocation to meet service level agreements and business objectives.
Lead initiatives to increase customer retention, loyalty, and overall satisfaction.
Stay updated on industry trends and emerging technologies to ensure the call center remains competitive and efficient.
Desired Candidate Profile
Minimum of 7 years of experience in call center or customer service management roles.
Proven track record of leading and motivating teams in a fast-paced environment.
Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.
Excellent communication, interpersonal, and conflict resolution abilities.
Experience with workforce management, scheduling, and resource planning.
Demonstrated ability to implement process improvements and drive operational efficiency.
Proficiency in using customer service software, CRM systems, and call center technology.
Ability to work onsite and adapt to changing business needs.
Strong organizational skills and attention to detail.
Commitment to delivering exceptional customer experiences and achieving targets.
Company Industry
- Consulting
- Management Consulting
- Advisory Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Call Center & Customer Service Manager
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