Job Vacancy For Call Centre Manager
Groupe Sebastien
- Accra
- Permanent
- Full-time
Business Unit: Red Chilli
Report To: General ManagerJob Brief:We are looking for a customer-oriented manager to join our customer service team, to oversee the day-to-day activities of the Call Centre team and ensure that information flow to customers is accurate and effectively done to improve customer satisfaction.Responsibilities:
- Work with other management team to develop call centre objectives, keeping profitability and efficiency in mind
- Lead team meetings, coach and motivate team members
- Assist in training newly employed call centre personnel
- Analyse call centre data and prepare reports for management
- Continually develop new processes to boost efficiency and productivity levels
- Evaluate staff effectiveness and performance annually or on an as-needed basis
- Work with call centre representatives to solve problems like difficult calls from angry customer
- Develop objectives for a call centre's day-to-day operations and analyse call centre statistics (like sales rates and customer service metrics) to ensure that these objectives are met
- Bachelor's degree in communications, Consumer Relations or related fields
- 2 years' proven working experience in the role of call centre management
- Familiarity with telemarketing software
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