Summary

Manage the operational and fiscal activities of the department. Plan and develop systems and procedures to improve the operating quality and efficiency of the department. Supervise staff in accordance with company policies and procedures. “Grow the company!”

Duties and Responsibilities

· Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
· Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
· Planning and supervising changes and managing the daily operations of call center.
· Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
· Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
· Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
· Recording statistics, performance levels and user rates of the call centre and preparing the reports.
· Handling the most complicated customer inquiries or complaints.
· Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
· Reviewing the staff’s performance, determining training needs and scheduling training sessions.
· Developing, implementing and reviewing core responsibilities and tasks;
· Analyzing performance statistics and making decisions on the basis of these statistics;
· Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. New dialing products.

Skills and Specifications

· Excellent problem-solving creativity and communication skills.
· Solid customer focus and should be able to operate well in teams.
· Good telephone manner.
· Ability to develop and motivate staff.
· Great confidence and an excellent business sense.
· Should be able to set, satisfy, and exceed targets.

Education and Qualifications

· Degree in Consumer studies, Business studies, or Management studies related field from an accredited institution.
· 5+ years experience in call center management related activities.

You may e-mail your resume to the Company's Human Resources department:
hr@globalmeddirect.com

Please include the position you are applying for in the subject line of your E-mail.