Jakarta International Customer Service Institute (JICSI)

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JC-Call Center Manager

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Call Center Manager

Job Summary

  • Developing objectives for the call center’s day-to-day activities.
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.).
  • Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.).

An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

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:

  • 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.
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