
Customer Service Director
1 week ago
Job Overview:
We are seeking an accomplished Call Centre Manager to spearhead our customer service initiatives.
Main Responsibilities:
- Design and implement training programs to ensure exceptional service standards
- Optimize scheduling based on forecasted volumes to enhance productivity
- Develop and enforce policies and procedures for improved operational efficiency
- Collaborate with other managers to review and refine operating protocols
- Provide hands-on problem resolution support for staff members
- Maintain industry trend analysis, regulatory compliance, and audit findings
- Work closely with the Human Resources department to evaluate current staff and develop corrective action plans
- Assist in planning, developing, implementing, and managing call centre sales programs
- Analyze program metrics to recommend enhancements
- Compare performance across centres through competitive benchmarking
- Rethink the sales ordering process to boost call centre performance
- Conduct regular business reviews and quarterly assessments, driving goal-setting processes
- Monitor and report on call centre programs through key performance indicators and service levels
Requirements:
- Minimum 5 years of experience within a similar leadership capacity
- Demonstrated success in coaching and employee development
- Sales and marketing expertise
- An excellent communicator and analytical thinker
- Proficient in computer applications, capable of managing big-picture goals and metrics
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