Call Center Operations Manager
1 month ago
Health Window is seeking an experienced Call Center Operations Manager to lead our call center representatives in achieving better performance and improving service quality, resulting in customer growth.
The ideal candidate will assist in establishing objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze and utilize call center data to focus on improving KPI-driven performance and processes to better support customers.
Key Responsibilities:- Manage operations and teams - hourly, daily, and monthly KPIs
- Hire, train, coach, and lead call center agents
- Contribute to improving our services
- Answer agents' questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by agents
- Lead team meetings, ask questions to better understand the calls agents are receiving, educate, and coach agents regarding processes and practices, and explain expectations
- Assist other management team members in identifying trends and establishing call center goals
- Ensure agents are achieving desired service levels and take corrective action, as needed
- Prepare reports, analyze call center data, and take appropriate actions to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Attend to important tasks or projects to support agents and call center operations
- University degree in a related field
- At least 3 years of experience as a call center manager or supervisor preferred
- Experience in the Pharmaceutical and/or Pharmacy Industry would be beneficial
- Languages: fluent in Afrikaans and English (writing, reading, and speech)
- Experience working with Microsoft Office, specifically Excel
- Data analysis experience and proficiency in data analytics (crucial)
- Ability to multitask and remain calm under pressure
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management and customer service principles
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
- Polite, professional phone voice
- Excellent leadership skills
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