Inbound Calls Manager

Inbound Calls Manager

BOOST OUTSOURCING

Expérience

Job Summary: Manage, plan and ensure a seamless coordination of all operational activities in the Call Center, ensuring that work is done professionally and in line with laid down procedures and processes, and as directed by line manager to achieve Customer Experience efficiencies and Call Centre business targets. Job Role Key Tasks:

• Provide leadership and direction to the Call Center team and ensure effectiveness of subordinates in the discharge of their work.

Formation / Diplômes

• Determine Call Centre operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards; contributing information and analysis to the CR divisional strategic plans and reviews.
• Liaise with Call Center Senior Manager in setting achievable targets for the Call Center by giving strategic input to immediate supervisor on how to achieve objectives.
• Ensure that procedures and policies as outlined by the company and department in relation to dealing with call centre enquiries are adhered to and gather feedback from customers on their satisfaction level through surveys.
• Allocate jobs to supervisors with measurable goals who perform consistently to meet monthly targets.
• Undertake continuous and periodic appraisals of supervisors and clearly outline training needs... Ghana : Greater Accra

2018-12-18

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