jilologin.blogg.se - Call center operations manager job description

Responsible for benchmarking call center practices.Oversees contract negotiations in conjunction with business needs.Analyze trends and make recommendations about call volume, shrinkage, attendance, and attrition.Responsible for meeting call center operational costs financial objectives by providing insightful across operations and total business performance.Responsible for call center performance reporting by collecting, analyzing, and summarizing data and trends.Defines and develops the overall business and operational strategy for outsourced vendor management.Tracks and analyzes Key Performance Indicator data identifies trends and develops strategic recommendations to improve vendor performance.This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures and will provide operational input into strategic planning for future growth opportunities. The qualified candidate will also administer Workforce Planning technology and processes to optimize sales and service to deliver quality and efficiency. This role will provide operational support for Call Center technology functions including Inbound & Outbound Calls, email, Chat, and back office functions. We are currently hiring for a Call Center Manager. Reliable computer capable of handling many programs at once.Home office setup required (not provided).Able to work as a part of a dynamic team.Strong verbal & written communication abilities.Familiar with facility maintenance and/or commercial construction.Must be a self-performer/started and work with minimum guidance.Be able to manage high a volume of information/data.Management Experience with 5 or more direct reports.

2-5 years of work experience in a call center supervisor role with OUTBOUND calls.Troubleshoot tech issues with on-site or remote employees.

Maintain proper use of the CRM program.Participate in continuous process improvement activities as part of the contact center team.Manage the customer experience as it relates to the booking call and relaying proper information.Uphold the highest level of customer service.Manage personal and team execution guidelines.Monitor reports to meet and exceed goals.Prepare and deliver booking team performance reviews. Maintain and make recommendations to improve departmental practices.

Manage the maintenance of data integrity to ensure policies and procedures are properly followed.

Review analysis of booking team phone coverage and performance help insure agent phone production daily to meet sales and quality goals.

Work with Management to coordinate new hires and continuing education training.

Improve production levels of the booking team through daily and weekly team meetings and coaching sessions.

Manage, lead and coach the booking team.

Maintain meeting and exceeding personal and team sales goals (booking appointments with outbound calls).