Call Center Operation Manager at Digicel

Description du poste:

Responsible for co-operating with the call center Support Manager and Senior Management. OPeration managers facilitate in the implementation and evaluation of call center procedures and policies.

-Managing a team of call center representatives directly and diecting their activities for the achievement of call center targets and goals.
-Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
-Measuring and demonstrating the group productivity as well as the individual's reports related to customer outcomes.
-Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
-Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
-Writing and conducting performance evaluations, making employment decisions, setting up performance goals and target for assigned team.
-Motivating call center staff to achieve high performance.
-Overseeing the design and delivery of all training programs
-Monitoring calls for quality assurance
-Recruiting and hiring new personnel
-Ad Hoc Related Duties

Qualifications requises:

-Bachelor Degree Management Studies or Equivalent.
-6 years experience in a customer-oriented environment
-Experience or familiarities with the following are plusses: Symposium, dialer tehnology (SER), work force scheduling software, Nice
-Strong motivational, interpersonal skills
-Excellent Communication and presentation skills.
-Paying attention to details
-Working knowledge of call center systems and technologies
-Excellent Team Work habilities
-Strong motivational, leadership and interpersonal skills.
-Communication skills
-Proficiency in Microsoft Office suite
-Working Knowledge of call center systems snd technologies.
-Excellent team work habilities
-Experience of working in a rapidly chaning environment.