呼叫中心主管

The primary responsibilities of the role are as follows:

1.Taking the daily briefing of the team and motivate the team members.
2.Share daily and weekly targets with the team and work to gether to help them achieve them.
3.To supervise the team performing data entry/ Inbound /Outbound Calling and responsible for daily sales and business growth.
4.Coordinate with offshore teams to improve sales and customer experience.
5.Taking Escalation calls and maintaining complaints tracking.
6.Manage day-today operations for multiple contact centres.
7.Monitor and Manage Queue, Break adherence, AHT and productivity of the teams.
8.Drive performance management effectively to improve customer experience and sales.
9.Reward and recognize team and individual performance.
10.Monitor and improvise (Inbound/Outbound) quality of daily calls by conducting quality audits.
11.Design and develop effective training modules to improvise individual performance.
12.Implement continuous training program for the executives to ensure they successfully achieve set targets and quality scores.

13.Prepare MIS and circulate with the management.Monitor, manage and improve shrinkages to reduce loss of production time and improve revenue.

14.Present Monthly targets to the leadership and weekly

review against the targets.

Qualifications:
1.Sales Skills
2.Clear understanding of call centre operations
3.Leadership Skills
4.Strong Oral and Written Communication Skills
5.Results-Oriented
6.Working knowledge of Excel, Power point and word.
7.Punctuality and Integrity.
8.English to be mandatory second language with