Job.am Get our free app. It won't take up space on your device
Get our free app. It won't take up space on your device

Call Center Operations Manager

Hosteeva

Industry: Project, Program Management

City: Yerevan

Employment type: Full time

Deadline: 12/11/2021

Description:

Hosteeva is looking for a skilled Call Center Operations Manager who can lead its representatives to better performance and improve service quality:

Responsibilities

  • Hire, train, coach and lead Call Center representatives as they provide support to customers;
  • Answer representative's questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives;
  • Educate and coach workers regarding processes and practices;
  • Prepare reports and analyze Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Assume responsibility of budgeting and tracking expenses;
  • Evaluate performance with key metrics (accuracy, call-waiting time);
  • Prepare reports for different departments or upper management.

Requirements

  • At least 3 years of management experience;
  • Experience in the hospitality industry and customer service;
  • Solid understanding of reporting and budgeting procedures;
  • Fluent knowledge of English, Armenian and Russian languages;
  • Outstanding communication and interpersonal skills;
  • Excellent organizational and leadership skills with problem-solving ability,
  • Proficiency in the necessary technology, including computers, software applications, phone systems.
  • Ability to work night shifts.

If your profile meets the mentioned requirements send your CV.

How to apply?

Log in or send your resume
Email is required
Password is required

Send your resume to

[email protected]
SHARE: