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Analyze trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition.Responsible for meeting call center operational costs financial objectives by providing insightful across operations and total business performance.Responsible for call center performance reporting by collecting, analyzing and summarizing data and trends.Defines and develops the overall business and operational strategy for outsourced vendor management.Tracks and analyzes Key Performance Indicator data, identifies trends and develops strategic recommendation to improve vendor performance.This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures and will provide operational input into strategic planning for future growth opportunities.Ĭall Center Manager Duties & Responsibilities 2 The qualified candidate will also administer Workforce Planning technology and processes to optimize the quality and efficiency of sales and service delivery. This role will provide operational support for Call Center technology functions including Inbound & Outbound Calls, email, Chat and back office functions. We are currently hiring for a Call Center Manager. Reliable computer capable of handling many programs at once.Home office set up required (not provided).Able to work as a part of a dynamic team.Strong verbal & written communication abilities.Familiar with facility maintenance and/or commercial construction.Must be a self-performer/started and work with minimum guidance.Be able to manage high a volume of information/data.Management Experience with 5 or more direct reports.2-5 years' work experience in a call center supervisor role with OUTBOUND calls.Troubleshoot tech issues with on site or remote employees.Ĭall Center Manager Requirements & Skills 1.Participate in continuous process improvement activities as part of the contact center team.Manage the customer experience as it relates to the booking call and relaying proper information.Uphold the highest level of customer service.Manage personal and team execution guidelines.Monitor reports to meet and exceed goals.Prepare and deliver booking team performance reviews. Maintain and make recommendations to improve departmental practices.Manage the maintenance of data integrity to ensure policies and procedures are properly followed.Review analysis of booking team phone coverage and performance help insure agent phone production on a daily basis in order to meet sales and quality goals.Work with Management to coordinate new hire and continuing education training.Improve production levels of the booking team through daily and weekly team meetings and coaching sessions.Manage, lead and coach the booking team.Maintain meeting and exceeding personal and team sales goals (booking appointments with outbound calls).Over watching and coaching projects and implementation on customer segmentations.Conduct periodic surveys of customers and potential customers to ensure quality control.Communicate company goals to associates so every employee understands his or her role.
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Prepare reports for different departments or upper management.Evaluate performance with key metrics (accuracy, call-waiting time, etc.).Monitor and improve ordering, telephone handling and other procedures.Hire, coach and provide training to personnel to maintain high customer service standards.Assume responsibility of budgeting and tracking expenses.Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.).Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).Develop objectives for the call center’s day-to-day activities.Mapping the customer’s journey and overseen the funnel and bottlenecks.Set key performance indicators and incentive plan.Hire and train new customer service agents.Create effective customer service SLAs, procedures, policies, and standards.Day-to-day decision making upon strategies.Leading customer satisfaction department.As a excellent call center manager you must be an organized, reliable, and results-driven professional. You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive. As a Call Center Manager you are about to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.Advocate for customers in company-wide decisions. Build an experience for customers which leads to satisfaction.