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Customer Service Manager (IN/OUT bound calls)

Keywords / Skills : Customer Service Manager (IN/OUT bound calls)

8 - 12 years
Posted: 2017-08-29

Nationality
Afghanistan, Albanian, Algeria, American Samoa, An...
Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Other Roles
Education
Bachelor's Degree
Stream:
Any
Posted On
29th Aug 2017
Job Description
Map operation processes to customer satisfaction KPIs

Communicate and integrate KPI requirements into the call center staff goals and actively monitor and measure the delivery

Develop and implement policies, process maps and standard operating procedures

Monitor daily performance of call center and customer care staff and request reports
Manag the process and performance of revenue generation opportunities through promoting products/services to clients

Investigate customer's problems and find solutions.

Communicate with customers via phone, email, or letter.

Hire, train, and terminate customer service and call center agents

Provide scripts to read from during phone calls

Handle major incidents that cannot be resolved by agents.

Analyse call center data and statistics.
Supervise customer service managerial staff.

Train managers on how to effectively lead customer service agents

Allocate extra resources and overtime when needed, by encouraging participation and recognizing highest contributors.

Maintain and enhance the companys standards of customer service



About Company

Microcode Middle East is a Recruitment firm, providing Executive search and Talent solutions for organizations and individual candidates. We focus on ways to provide the right candidate across multiple industry sectors within: Engineering, Hospitality, Infrastructure, ICT, FMCG/Retail, Energy, Banking & Finance and Healthcare. Microcode Headquartered In Chicago, USA and having its branch office in Bangalore, India. Which demonstrates our commitment to improving your goal.


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