- Create a task list for the call center daily activities and ensure they are achieved.
- Ensure the resources are used to produce optimal results.
- Monitor the performance of the call center and regularly provide feedback.
- Collect data and statistics at regular intervals (weekly, monthly, annually) and analyze them to improve performances.
- Provide training and orientation for the recruits to provide high-quality customer service.
- Oversee the budget plans and track expenses of the call center.
- Assess performances with metrics like calls left waiting, calls missed, etc.
- Managing a large number of incoming calls and emails
- Keeping a record of customer interaction and details of actions taken
- Generating sales leads, building sustainable relationships where necessary
- Ensure that all employees adhere to the company policies and regulations.
- Prepare performance reports and report any issue to the management
- % reduction in operational cost
- % adherence to SOP in regard to Project guideline
Note*
Center manager / Customer Service Manager
Should be able manage multiple locations