지원하다 > Call Center Manager
Call Center Manager
원격
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 Manager은 다양한 업무 및 책임을 이행할 수 있어야 합니다. 다음은 Call Center Manager이 실행할 수 있어야 하는 몇 가지 업무 및 책임입니다.
- 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.
경쟁력 있는 Call Center Manager은 다음을 포함한 특정 기술과 자격을 갖추고 있습니다.
- 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
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