Manager - Call Centre Operations job at d.light | Apply Now

Bachelor's degree in Business Administration, Management, Communications, or a related field. Some employers may prefer candidates with a Master's degree.

Experience:

Proven experience in call center operations, preferably with at least 3-5 years in a managerial or supervisory role.

Demonstrated success in managing a team, meeting performance targets, and improving efficiency in call center operations.

Experience with call center technologies such as CRM software, call routing systems, and workforce management tools.

Skills:

Leadership skills to effectively manage and motivate a team of call center agents.

Strong communication skills, both verbal and written, to interact with staff, senior management, and clients.

Analytical skills to assess call center metrics and performance data, identify trends, and implement improvements.

Problem-solving skills to address customer service issues, optimize processes, and resolve conflicts within the team.

Organizational skills to prioritize tasks, delegate responsibilities, and manage multiple projects simultaneously.

Proficiency in Microsoft Office Suite and other relevant software applications.

Knowledge:

Understanding of call center best practices, industry trends, and customer service principles.

Familiarity with relevant regulations and compliance standards (e.g., TCPA, GDPR) governing call center operations.

Knowledge of performance metrics such as Average Handling Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA) adherence, etc.

Technical Aptitude:

Ability to quickly learn and adapt to new technologies and call center platforms.

Familiarity with Customer Relationship Management (CRM) systems, Automatic Call Distributors (ACD), Interactive Voice Response (IVR) systems, and other call center software.

Interpersonal Skills:

Empathy and patience to deal with customers' concerns and resolve escalated issues.

Diplomacy and tactfulness in handling difficult situations and managing diverse personalities within the team.

Ability to foster a positive work environment and promote teamwork and collaboration among call center staff.

Strong coaching and mentoring skills to develop the skills and performance of individual team members.

Adaptability:

Ability to work in a fast-paced environment with shifting priorities and deadlines.

Willingness to work flexible hours, including evenings, weekends, and holidays, to meet the needs of the call center operation.