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Nhà Tuyển Dụng: Đăng Tuyển Dụng | Tìm Hồ Sơ

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Call Center Manager

Mô tả công việc

- Leading call center representatives as they provide support for customers.

- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

- Assisting other management team members in identifying trends and establishing call center goals.

- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

- Taking on other tasks or projects to support employees, other managers, and call center operations.

Yêu cầu công việc

- Previous experience in a customer support role 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

Phúc lợi

Bảo hiểm theo quy định, Du Lịch, Phụ cấp, Thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Chế độ nghỉ phép