Manager, Call Center

Date:  Jul 9, 2024
Location: 

HQ, HQ

Department:  Call Center

Role

The Call Center Manager is responsible for managing the day - to - day planning, operation and problem-solving for the team members, to meet with required service level components, standards and KPI targets. Additionally, he / she is responsible for developing the team to deliver a superior customer experience consistently and to act as the communication channel between front liners and management.

Key Accountabilities

  • Work toward meeting the set service level components, quality and productivity targets.
  • Take overall responsibility for the new member’s certification.
  • Manage the Call Centre floor and ensure adherence to schedule.
  • Support management and lead special projects.
  • Communicate and act as a focal point of dissemination of information from management to team vice versa.
  • Observing team KPIs plus the quality assurance and calls recordings, daily CSAT tasks & CED application observing and assurance of response speed.
  • Prioritize and plan tasks well and complete tasks within set deadlines
  • Compile reports on team performance and customer feedback
  • Train and develop the staff
  • Motivate and lead a team members
  • Monitor calls, coach and provide feedback to the team members.
  • Participate in hiring and selection process.
  • Delegate work with clear work instructions and provide performance feedback to team members.
  • Recommend new processes based on customer feedback and analysis of the same.
  • Ensure high level of customer service.
  • Manage customer digital communications platforms: CED application, SMS portal, WhatsApp.
  • Perform any additional task as requested.

Strategy & Business Planning

Budget & Plans

Policies , systems processes & procedures

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Necessary Experience

  • 10 - 15 years of experience in a similar position, preferably within the real estate industry.
  • Proven work experience in Call Center in either an “in house” or an agency capacity

Education Requirements

Bachelor's Degree.

Competencies

Analyzing & Interpreting
Interacting & Presenting
Leading & Deciding
Organizing & Executing
Supporting & Co-operating