Call Center Manager…

Job Description

Call Center Manager / Customer Experience Manager / Customer Support Manager

Responsibilities

  • Manage the overall operations of the call center, including inbound and outbound customer interactions.
  • Develop and implement strategies to enhance customer follow-up, relationship management, and

customer loyalty.

  • Create and maintain a customer database, ensuring accurate and up-to-date customer information.
  • Develop and implement a customer loyalty program, focusing on increasing repeat purchases and fostering

long-term customer relationships.

  • Lead and supervise a team of call center representatives, providing guidance, training, and performance

feedback.

  • Monitor call center performance metrics, such as average handling time, and customer satisfaction, and

take corrective actions when necessary.

  • Develop and implement standard operating procedures to ensure consistent and efficient call handling,

customer inquiries resolution, and data management.

  • Collaborate with other departments, such as sales and marketing, to align call center activities with overall

business objectives.

  • Stay updated on industry best practices and technology advancements to optimize call center operations

and customer engagement.

Requirements

  • Proven experience in managing a call center or customer service team, preferably in the retail
  • Strong knowledge of customer relationship management principles and practices.
  • Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Exceptional communication and interpersonal skills to effectively interact with customers, team members,

and stakeholders.

  • Proficiency in call center software and CRM systems.
  • Analytical mindset with the ability to track and analyze call center performance metrics to drive.
  • Strong problem-solving skills and the ability to handle customer inquiries and complaints with

professionalism and empathy.

  • Flexibility to adapt to changing business needs and a fast-paced environment.

Educational Qualifications

A bachelor's degree in business administration, marketing, or a related field is typically required for a Call

Center Manager position.

certifications or training in customer relationship management (CRM) systems and call center management

the candidate should have a solid understanding of customer service principles and practices, as well as

experience in managing a team and driving customer satisfaction
تاريخ النشر: ١٥ يناير ٢٠٢٥
الناشر: LinkedIn
تاريخ النشر: ١٥ يناير ٢٠٢٥
الناشر: LinkedIn