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Call Center Manager
リモート
Call Center Managers work in call centers for companies, making sure their employees resolve issues and improve customer satisfaction. They typically interview qualified candidates for Call Center Representative positions and train them on making and receiving customer calls. Their other responsibilities include overseeing their employees’ progress, working with dissatisfied customers to overcome complex issues and scheduling shifts to accommodate both their employees’ preferences and shift management needs. Call Center Managers may also brainstorm new processes to boost the call center’s efficiency and productivity levels.
A Call Center Manager, or Contact Center Manager, hires and oversees the daily operations of call centers and their employees. Their duties include hiring and training Call Center Representatives, establishing goals for call center employees to follow and resolving any customer issues or other call center problems that occur.
Call Center Manager は、さまざまな職務と責任を果たすことができなければなりません。以下は、Call Center Manager が実行できるいくつかの職務と責任です:
- Hire, onboard and train call center personnel.
- Coach call center staff through challenging customer service issues.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Lead team meetings and give presentations to executives.
- Develop monthly, quarterly and annual call center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
- Create personnel and supply budgets for approval.
競争力のある Call Center Manager には、次のような特定のスキルと資格があります:
- Ability to multitask and stay organized
- Proficient with basic computer software and phone systems
- Excellent interpersonal, problem-solving and leadership skills
- Ability to stay calm in stressful situations and meet strict quotas
- Strong grasp on the company’s products, services and customer service policies
Call Center Manager に関連する職種を募集している場合は、類似職種の職務記述書をご覧ください:
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この仕事には、 Paidworkタスクがあります。採用をスキップして、今日から稼ぎ始めましょう!
今すぐ稼ぎ始めましょう
