Customer Service Operations Manager
2 days ago
The effective leader of a call centre is responsible for the daily running and management of this crucial customer-facing operation.
Key Responsibilities:
- Ensure smooth day-to-day operations in the call centre;
- Establish and meet performance targets for speed, efficiency, sales, and quality;
- Plan and implement change within the organisation;
- Oversee the daily activities of the call centre;
- Liaise with supervisors, operatives, and external partners to drive performance;
- Prepare reports on key metrics such as average speed of answer and time of abandonment;
- Monitor random calls to improve quality and minimise errors;
- Identify training needs and plan training sessions;
- Record statistics on user rates and performance levels of the centre;
- Handle difficult customer complaints or enquiries in a professional and empathetic manner;
- Organise staffing, including shift patterns and required staff numbers;
- Motivate and retain high-performing staff members;
- Analyse data against budget figures on a weekly/monthly basis;
- Develop, implement, and review core responsibilities and tasks to ensure continuous improvement.
A strong educational background in a relevant field (e.g. business administration) and excellent leadership and communication skills are essential for success in this role.
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