Call Center Manager

Innovations Group

Job description / Role

We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality.

The Call Center Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.

Responsibilities and duties
• Developing objectives for the call centre’s day-to-day activities.
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collecting and analysing call-centre statistics (sales rates, costs, customer service metrics etc.)
• To ensure individual advisors are performing against targets, while reviewing their performance and coaching them to do so.
• Hire, train and onboard new Call Center Agents as required
• Process weekly sales leads reports for submission to management
• Ensure that all employees follow the company’s best practices for call center management and operations
• Develop presentations and talks to motivate and educate call center agents
• Conduct periodic surveys of customers and potential customers to ensure quality control

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