Key Purpose:
We are looking for a motivated and experienced “Call Center Manager” for one of our clients to setup and lead call Center department for USA market. The individual will provide outstanding call center services to clients by developing effective call center procedures, implementing customer loyalty programs and setting sales performance goals. Call Center Managers are responsible for the call center agents, who they train, hire, monitor and motivate. Their job is to make sure that the teams they oversee meet their company’s goals and provide sufficient sales support.
Key Accountabilities:
- Setting up call center as per current industry norms
- Adopting best practices of call centers
- Supervising day-to-day operations in the call center department.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing sales goals and coordinating with the team to meet them on a steady basis.
- Implementing effective campaigns to boost sales
- Maintaining accurate records and documenting all customer-agents discussions and follow-ups
- Managing the approved budget of the call center department.
- Staying informed and comply with the latest industry techniques and methods.
- Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind
- Lead team meetings and coach and motivate team members
- Hire, onboard and train call center personnel
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an as-needed basis
- Call Center Manager performance goals include maintaining strong relationships within their team of agents and challenging existing business practices to find more effective ways to meet objectives.
Preferential Requirements:
- Any Call Center related certification / qualification
- American English Accent.
- Able to work on premises in American office hours.
Education: Minimum Bachelor’s degree in IT or business administration.
Experience: Minimum 4+ years of experience in a similar role.
Behavioral Skills and Competencies:
The candidate must have the following qualities:
- Proficiency in Microsoft Office and call center software.
- Command on written and verbal English Language.
- Good understanding of latest industry trends and techniques.
- Excellent leadership and interpersonal skills.
Job Details
Rozee is Pakistan's # 1 online job site which connects talent with opportunity. Rozee provides services to job seekers and employers by providing them one platform for job searching and hiring, respectively. As Pakistan’s largest online recruitment platform, it is used by over 100,000 employers and 9.5 million professionals. Since its inception, Rozee’s platform has facilitated over 1 million job placements and has the largest database of searchable CV’s in Pakistan.
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