Job Purpose
We are looking for a skilled Call Centre Manager to supervise the daily operation and personnel aiming for minimum efficiency and cost effectiveness. Also making sure call centre agent are well organized and productive.
Job Description
* Monitoring and improving ordering, telephone handling.
* Answering representative questions and guiding them through difficult calls, issues, diffusing angry customer or handling issues that cannot be fielded by representative
* Coaching and providing training to personnels to maintain high customer service standard.
* Leading team meetings, asking questions to better understand the call representatives are receiving, educating and coaching workers regarding processes and practice and explaining expectation to employees.
* Evaluate performance key such as accuracy, call waiting time etc.
* Develop objective for the call centre’s day-to-day activities.
* Ensuring staff members are achieving desired service levels and taking corrective action as needed.
* Preparing report and analysing call centre data to improve processes ensuring resources are properly allocated and maximize and customer satisfactory.
* Taking on other tasks or project to support employees and call centre operations
Knowledge and Skills Requirement
* Technical expert in related computer applications.
* Proven experience in call Centre manager or similar position.
* Experience in call center is required.
* Solid understanding of reporting.
* Knowledge on performance evaluation and customer service matrix.
* Proficient in MS Office and call Centre equipment/software programs
* Ability to work with others in a close manner.
* Certification in customer service is a plus.
* Has Sports Knowledge
* Experience in dealing with the public.
* Ability to deliver work on tight deadlines
* Decisiveness and attention to details.
* Outstanding communication and interpersonal skills.
* Excellent leadership skills with a strong problem-solving ability
* Polite, professional phone voice, Positive and patience
Experience Requirements
* Minimum two (2) year in same field.
* S/he should be fluent in the English Language, and able to express oneself.
* Must have a good track record of excellent performance and good behaviour
Educational & Professional
* Diploma or Degree or equivalent in a relevant discipline.
* Certified call centre Manager or relevant qualification is a plus.
How to Apply
Kindly submit your applications to:
- must include CV, Cover letter, Passport Picture & scanned Ghana card copy to: