Develop objectives for the contact center’s day-to-day activitiesLiaising with supervisors, team leaders, operatives and third parties to gather information and resolve issuesforecasting and analyzing data against budget figures on a weekly and/or monthly basis.Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)Maintaining up-to-date knowledge of industry developments and involvement in networks;reviewing the performance of staff, identifying training needs and planning training sessions.coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.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.

Monitoring random calls to improve quality, minimize errors and track operative performance.Reviewing the performance of staff, identifying training needs and planning training sessions.Recording statistics, user rates and the performance levels of the center and preparing reports.Handling the most complex customer complaints or enquiries.Hire, train and onboard new Call Center Agents as required to meet quotas.Provide coaching and assistance to call center agents on an ongoing basis.Process weekly sales leads reports for submission to management.Oversee and ensure conflict resolution between associates and customersEnsure that all employees follow the company’s best practices for call center management and operationsDevelop presentations and talks to motivate and educate call center agentsCommunicate company goals to associates so every employee understands his or her roleConduct periodic surveys of customers and potential customers to ensure quality control

Manage a team of call center agents.Be available to affect the entirety of the team’s operations. Manage by walking around. Be visible to answer questions.Take calls that your agents can’t handle and be available when an agent appears to need assistance.Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.Motivate and encourage agents through positive communication and feedback

Resolve complex call center issues.Identify call center improvement opportunities to increase effectiveness and efficiency.Develop and implement trainings for call center staff.Collaborate with other internal stakeholders; to include, sales, member services and other personnelAssist in the formulation of targets for individuals and teamsHire and onboard new employeesAnswer questions from staff and provide guidance and feedbackAnticipate escalation and take over calls when neededDevise ways to optimize procedures and keep staff motivatedMeasure performance with key metrics such as call abandonment, calls waiting etc.Ensure adherence to policies for attendance, established procedures etc.Keep management informed on issues and problemsPrepare monthly/annual results and performance reports

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