Call center manager

Description

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

Responsibilities

• Develop objectives for the call center’s day-to-day activities;
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.);
• Collect and analyze call-center statistics ( costs, customer service metrics etc.);
• Assume responsibility of budgeting and tracking expenses;
• Hire, coach and provide training to personnel to maintain high customer service standards;
• Monitor and improve ordering, telephone handling and other procedures;
• Evaluate performance with key metrics (accuracy, call-waiting time etc.);
• Prepare reports for different departments or upper management.

Requirements and skills

• Higher education;
• Proven experience as call center manager or similar position;
• Excellent knowledge of Armenian, English and Russian languages;
• Experience in customer service is required;
• Knowledge of performance evaluation and customer service metrics;
• Solid understanding of reporting and budgeting procedures;
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.);
• Proficient in MS Office and call center equipment/software programs;
• Outstanding communication and interpersonal skills;
• Excellent organizational and leadership skills with a problem-solving ability;
• Positive and patient.

Remuneration/salary: High salary is guaranteed.