Added 1545 days ago
Call Center Manager
LocationBangna, Bangkok
Job typePermanent
SalaryNegotiable
Job Responsibilities
- Lead call center representatives as they provide support for customers
- Answer representative’s questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives
- Lead team meetings, ask questions to better understand the calls representatives are receiving, educate and coach workers regarding processes and practices, and explain expectations to employees
- Assist other management team members in identifying trends and establishing call center goals
- Ensure staff members are achieving desired service levels and taking corrective action as needed
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Coach, inspire and motivate a call center team
- Ensure the team meets the sales targets
- Sales training, development, and performance management
- Keep to targets and manage KPI
Experience requirements
- Bachelor's Degree in any fields
- Take on other tasks or projects to support employees, other managers, and call center operations
- Previous experience in a Customer Support role, Telesales, Customer Service or related at least 3 years
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Good command in English (both written and spoken)
- Customer focus and adaptability to different personality types. Ability to multi-task, set priorities and manage time effectively
- Experience managing a team