Lowongan Kerja CALL CENTER/CONTACT CENTER MANAGER Teleperformance Terbaru Bulan Maret 2017

CepatKerja.id - Lowongan kerja CALL CENTER/CONTACT CENTER MANAGER terbaru Maret 2017 Teleperformance . Pada kesempatan ini CepatKerja.id akan memberikan informasi Lowongan Kerja CALL CENTER/CONTACT CENTER MANAGER Maret 2017 Teleperformance. Berikut info lebih detail mengenai Lowongan Kerja CALL CENTER/CONTACT CENTER MANAGER Maret 2017 Teleperformance.

Lowongan Kerja CALL CENTER/CONTACT CENTER MANAGER Maret 2017 Teleperformance

Berikut ini adalah kualifikasi yang harus Anda penuhi untuk melamar Lowongan Kerja CALL CENTER/CONTACT CENTER MANAGER Maret 2017 Teleperformance yang dibuka pada awal bulan ini:


Report To
ACCOUNT MANAGER

Job Summary
The Call Center Operations Manager should be an experienced call center operation executive who is responsible for the effective day-to-day running and management of the call center operations.

Duties/Responsibilities
-Manage the client relationship and ensure full compliance with contract requirements
-Set and meet performance targets of speed, quality and efficiency and plans areas of improvement and product development to promote exceptional customer service
-Track and measure individual and team productivity and quality results for staffing forecasts
-Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction whilst monitoring the effective use of time and resources to ensure that the call center is
operating at maximum efficiency
-Direct the forecasting and scheduling of daily workforce
-Record and report statistics, user rates and performance levels of the call center operations
-Forecast and analyze data against budget figures on a weekly/monthly basis
-Liaise with the call center supervisors and executive team for both levels to have a better understanding of the
current situation of the call center operations
-Direct and develop the call center supervisors to consistently, effectively motivate and lead their front line specialists
-Ensure adherence of staff to company policies
-Continually investigate and introduce process improvement measures and present suggestions to Call Center Operations Director for consideration

Qualifications:
A. Minimum Education Requirement
-Bachelor’s degree preferably a business- or technology-related major; extensive, directly-related experience may be considered in lieu of education
B. Minimum Relevant Work Experience
-Minimum of 5 years of management experience with a minimum of 3 years in successfully managing a medium to large-scale call center operational department
C. Minimum Training Required
D. Preferred Qualifications
-Expert level knowledge of call center techniques, policies and procedures
-Possess strong planning, forecasting, problem-solving, and analytical skills
-Proven ability to develop and produce reports from existing systems, analyze them and make recommendations
-Proven ability to plan, organize and process designs
-Possess strong organizational, leadership and interpersonal management skills
-Proven ability to coach call center supervisors and call center representatives in decision-making process
-Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff
-Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines

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