Job Vacancy at a Confidential Company
- Client Services
- Administration & Office Support
- Minimum Qualification
- Bachelor's Degree
- Required Experience
- 5 - 7 years
- Employment Type
- Full Time
- Male or Female
Call Centre General Manager Job Description
A call center general manager has the responsibility to carry out all the functions of recruitment and providing excellent customer service. A General Manager has to perform the work of implementing, reviewing and improving the policies, procedures and over all service standards of the call centre.
Duties & Responsibilities
*The manager has the responsibility to forecast the man power needs perfectly.
*He or she has the duty to distribute calls uniformly among all call centre executives.
*He or she has the duty to monitor the functions and performance as well so needs to make required changes and accommodations in staffing.
*It will be needed to prepare the reports timely regarding the performance of executives.
*He or she has to ensure the satisfactory customer service by reviewing PBX data sheets for monitoring the duration of time customers remaining on hold.
*He or she has to oversee the employee etiquette, technical accuracy, and conformity to company policies.
*He or she has to support the customers in answering their queries and suggesting corrective measures.
*Compiling work volume statistics to maintain accounts and records of customer queries. Determining work processes and designating work.
*He or she has to help in standardizing processes and services to improve efficiency of subordinates by maintaining the harmonious relationship with them.
*He or she is responsible for over all direction, Co-ordination Planning, assigning and directing work.
Call Center General Manager Skills & Specifications
*The person should have the ability to read, analyze, and interpret general business periodicals and other related things.
*He or she should have the ability to understand professional journals, technical procedures, or governmental regulations, write reports, business letters and process pamphlets.
*He or she should have very good presentation skills and should be able to prepare reports in time.
*The person should have the ability to deal with customers, subordinates and other external group effectively.
*He or she should be very creative and have problem solving abilities to apply advanced mathematical models.
*He or she should have the ability to follow all types of instructions and laws with the working guidelines.
Call Centre General Manager Qualifications and Education
*The person needs to have a bachelor’s degree in any stream to do the job.
*The person should have done masters in Business Administration or equivalent.
*The person needs to have six years and above past working experience in contact management or customer grievance handling