Position title: Call Center Manager


Responsibilities:
Lead inbound and outbound call center functions to deliver sales and service propositions in line with business and channel strategies, also achieving customer satisfaction and financial objectives.

Reports to: Managing Director

Supervises: Head of Departments

Main Activities:
 Design and develop short and long-term plans for the call center delivering directions, process improvement, human resource capability and organizational support.
 Accomplish organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments, meeting sales and profitability targets.
 Represent Customer Operations with Sales and Marketing, working with business leaders to ensure support of strategies through the delivery of sales and service propositions in a stratified support environment.
 Deliver customer service, achieving coordination of day-to-day operations through subordinate management. Operating and developing the call centre and offering service delivery to meet the needs of customers.
 Work with unit head to clearly identify and define their responsibilities, developing key performance indicators to ensure effective and efficient operations.
 Undertake regular team meetings, training and coaching sessions for all direct reports, conducting regular performance appraisals and remunerations reviews.
 Develop, manage and report on functional budgets including delegating budgetary responsibility and cost centre management to direct reports as appropriate.
 Contribute to the wider Customer Operations/Call Centre resource and capability strategy.
 Act as a lead change agent for Customer Operations ensuring all change initiatives are planned, structured and deliver overall business objectives.
Skills:
 Proven call centre management experience including a clear understanding of call centre and CRM packages and technologies
 Developed skills in planning and organizing large service delivery functions and problem solving.
 Ability to think and act at a strategic level
 Financial management, including budget creation and management
 Ability to persuade and influence customers at the highest level
 Ability to train, motivate and provide feedback to staff in a team environment
 Well developed negotiation, facilitation, communication and presentation skills
Qualification:
At least 3years experience in a customer service management coupled with a relevant business/marketing experience.


To apply for this position send a mail to recruitment@xlmanagementservices.com not latter than one week of this publication