Whistle - Call Center Manager

Position Summary:

The Call Centre Manager oversees the daily operations and performance of a call centre team. This individual is responsible for ensuring high-quality customer service, efficient call handling, and meeting performance goal. The Call Centre Manager also manages and motivates staff, implements strategies for improving productivity and customer satisfaction, and collaborates with other departments to optimize call centre operations.

Key Responsibilities:

- Develop and implement call centre policies, procedures, and quality standards to ensure consistent and exceptional customer service.

- Monitor call centre metrics and performance indicators, such as average call handling time and customer satisfaction scores.

- Analyse data and trends to identify opportunities for improvement and implement strategies to enhance efficiency and productivity.

- Handle escalated customer complaints or issues and resolve them in a timely and satisfactory manner.

- Develop and maintain positive working relationships with other departments to facilitate smooth operations and effective communication.

- Utilize call centre technology and software to optimize performance, track key metrics, and improve processes.

- Prepare regular reports on call centre performance, including insights and recommendations for management review.

Qualifications:

- Bachelor's degree or MBA (Preferred)

- Proven experience in call centre management or a similar role, with a strong track record of achieving performance targets and delivering high-quality customer service.

- Excellent leadership and interpersonal skills, with the ability to motivate, coach, and develop a team.

- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.

- Proficiency in call centre technology and software, such as CRM systems, call routing software, and workforce management tools.