BPO Manager (5-10 yrs)

Responsibilities :

Develop objectives for the call center's day-to-day activities

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

Hire, coach and provide training to personnel to maintain high customer service standards

Monitor and improve ordering, telephone handling and other procedures

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Prepare reports for different departments or upper management

Requirements and skills:

Proven experience as call center manager or similar position

Experience in customer service is required

Knowledge of performance evaluation and customer service metrics

Solid understanding of reporting and budgeting procedures

Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Proficient in MS Office and call center equipment/software programs

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem-solving ability

Positive and patient

High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus