
Senior Call Centre Operations Executive
12 hours ago
Key Responsibilities:
- Facility Setup and Management: Source equipment, plan resources, and implement call center strategies.
- Customer Service: Handle customer inquiries, requests, orders, and complaints via calls, chats, and emails.
- Performance Analysis: Conduct needs assessments, performance reviews, cost/benefit analyses, and update relevant communications and data.
- Client Advising: Inform clients about available products and services.
- Quality Control: Monitor random calls to improve quality, minimize errors, and track operations and sales performance.
- Staff Performance: Review staff performance, identify training needs, and plan training sessions.
- Reporting: Record statistics for rating agents and the performance levels of the centre, and prepare reports on these statistics.
- Complex Complaint Handling: Address complex customer complaints or enquiries.
- Scheduling: Organize shift patterns and staff numbers to meet demand.
- Reporting: Provide weekly, monthly reports on customer ratings.
Job Schedule: 10am - 7:00pm PST
Requirements:
- 6+ years of experience
- Leadership skills and past experience in leading a department
- Work with clientele from Europe, USA, and UK
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