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Operations
Contact Center Manager
Tehran, Iran, Islamic Republic of
شرح موقعیت شغلی
  • Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience.
  • Firm understanding of all aspects of customer service functions, as well as external/internal customer functions.
  • Develop objectives for the call center’s day-to-day activities
  • Ability and willingness to mentor, coach, and develop the Supervisors toward the overall success of the call center.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (Number of responses, costs, customer service metrics etc.)
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Provide regular and timely assessment, feedback and coaching for associates regarding their performance; conduct employee performance reviews.
  • Lead and develop a team of 60-70 associates. Responsible for the overall Hire, coach and provide training to personnel to maintain high customer service standards as well as maintaining team members.
  • Create and distribute special reports for upper management and develop, create and implement other reports/studies as required.
  • Exhibits detailed understanding and working knowledge of all Customer Center operations, performance metrics and subject-matter information.
نیازمندی‌ها
  • Bachelors or higher degree in related field
  • +4 years of relevant customer service experience
  • +4 years of prior supervisory or leadership experience
  • Team work and team building ability and mindset in a demanding, fast-paced environment
  • Result oriented attitude & familiar with KPI and OKR (for call center)
  • CRM knowledge and experiences (report analysis)
  • PDCA skills and willingness to continue improvement
  • Excellent written and oral communication skills (English & Farsi)
  • Interested in startups and entrepreneurship
  • Exceptional software skills and knowledge of MS Office (Word, Excel, Outlook, and PowerPoint)
  • Negotiation and selling skills are required
  • Problem solving skills are required
  • Positive and patient
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