Key Responsibilities: Team Management: Recruit, train, and supervise a team of call center representatives. Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members. Foster a positive and collaborative work environment to ensure high morale and productivity among team members. Call Center Operations: Develop and implement call center policies, procedures, and workflows to ensure efficient handling of inbound and outbound calls. Monitor call queues and agent performance to ensure service level targets are met. Analyze call center metrics and KPIs to identify areas for improvement and implement strategies to enhance performance. Customer Service Excellence: Ensure that all customer inquiries and concerns are addressed promptly and professionally. Implement strategies to enhance the overall customer experience and satisfaction. Handle escalated customer issues and provide resolution in a timely manner. Technology and Tools: Oversee the use of call center technology and tools, including CRM systems and telephony software. Identify opportunities to leverage technology to streamline processes and improve efficiency. Collaboration and Communication: Collaborate with other departments, such as admissions, student services, and IT, to address student inquiries and issues effectively. Communicate regularly with university leadership to provide updates on call center operations and performance. Training and Development: Develop and deliver training programs for call center staff to enhance their skills and knowledge. Stay updated on industry best practices and trends in call center management and customer service. Pls contact us atL 81469-32000 Email at:
Job Title
Call Center Manager