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Ref: Call Centre Manager

Call Centre Manager

  • Chaguanas / Port-of-Spain / San Fernando
  • Not disclosed
  • Permanent full-time
  • Updated 19/05/2017
  • Today's Optical Limited
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Description

The Call Centre Manager is accountable for the daily management of the call centre. This includes responsibility for monitoring and assessing work of agents and providing feedback to maximize performance.

 

Responsibilities:

  • Assist in the formulation of targets for individuals and teams
  • Onboard and train new employees
  • Devise ways to optimize procedures and keep staff motivated
  • Measure performance with key metrics
  • Prepare monthly/annual results and performance reports
  • Any other duties as assigned

 

Requirements:

  • A Diploma/Degree in Management/Marketing from a recognised University, or a suitable combination of education and experience
  • Proven experience in Call Centre Management
  • Working knowledge of MS Office
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Knowledge of performance evaluation procedures
  • Outstanding communication and negotiation abilities
  • A results-oriented approach
  • Excellent organizational and leadership skills

 

 

 

 

 

 

 


Today’s Optical Limited

Today’s Optical Limited

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