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Inbound Call Center Manager Job
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| Employer Name: CustomerServiceCrossing |
SpiderID: 2323442 |
| Location: New York City, New York |
Date Posted: 6/28/2008 |
| Wage: |
Category: Customer Service/Technical Support |
| Job Code: |
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Job Description:
Manages the daily operations of the call center.Ensures the call center runs smoothly.Sets and meets performance targets for speed, efficiency, and quality.Monitors random calls to improve quality and minimize errors.Plans for and manages change.Prepares reports on call center activities.Identifies staff training needs and plans training sessions.Records statistics, user rates. and the performance levels of the center.Handles difficult customer complaints or enquiries.Organizes staffing, including shift patterns and the number of staff required to meet demand.Implements and reviews call center policies and procedures.Motivates and retains staff.Displays compassion, professionalism and tact in conversation and attitude.Forecasts and analyzes data on a weekly/monthly basis.Analyzes performance statistics, e.g., average speed of answer, average time of abandonment, and makes decisions on the basis of performance statistics (e.g., staff members who need to improve, the effectiveness of the current scripts, etc.
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Job Criteria:
Start Date:
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:
Contact Information:
| Contact Name: - |
Company Type: Employer |
| Company: CustomerServiceCrossing |
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| City: Pasadena |
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| State: California |
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| Zip: |
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Web Site: http://www.customerservicecrossing.com
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