• Improve customer service experience, create engaged customers and facilitate organic growth
  ● Take ownership of customers issues and follow problems through to resolution.
• Experience working with CRM.
  ● Set a clear mission and deploy strategies focused towards that mission.
  • Develop objectives for the call center’s day-to-day activities.
  ● Develop service procedures, policies and standards
  ● Keep accurate records and document customer service actions and discussions
  ● Analyse statistics and compile accurate reports
  ● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• ● Adhere to and manage the approved budget
  ● Maintain an orderly workflow according to priorities
  • Improve customer service experience, create engaged customers, and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.

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

Min 7 years in Call center.English fluent.Someone who can design processes for all operations, who can handle reporting, meeting, responsible for the KPI of the department.Proven experience as call center manager or similar positionExcellent knowledge of management methods and techniquesExperience in customer service is required.Knowledge of performance evaluation and customer service metricsProficient in MS Office and call center equipment/software programsOutstanding communication and interpersonal skillsExcellent organizational and leadership skills with a problem-solving abilityPositive and patientAbility to think strategically and to lead.Proven working experience as a Customer Service Manager, Retail Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases and toolsAwareness of industry’s latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Business Administration or related field