Call Center Manager - Groupe Sebastien

 

Job Brief:

We are looking for a customer-oriented manager to join our customer service team. You will oversee the day-to-day activities of the team and ensure that information between customers and our team is accurate and effectively communicated to improve customer satisfaction. 

Responsibilities:

1. Work with other management team members to develop call centre objectives, keeping profitability and efficiency in mind
2. Lead team meetings and coach and motivate team members
3. Assist in hiring, onboarding and training call centre personnel
4. Analyse call centre data and prepare reports for upper management
5. Continually develop new processes to boost efficiency and productivity levels
6. Evaluate staff effectiveness and performance annually or on an as-needed basis
7. Work with call centre representatives to solve problems like difficult calls from angry customer
8. Develop objectives for a call centre’s day-to-day operations and analyse call centre statistics (like sales rates and customer service metrics) to ensure that these objectives are met

Requirements

1. Bachelor’s degree in communications, Consumer Relations or related fields
2. Proven working experience in the role of call centre management
3. Familiarity with telemarketing software
4. Problem-solving and conflict resolution skills
5. Communication skills
6. Analytical abilities
7. Organizational and multitasking skills
8. Strong leadership skills
9. Ability to stay calm in stressful situations and meet strict quotas
10. Strong grasp on the company’s products, services and customer service policies 

How To Apply

Interested and Qualified Candidates should email your CV to careers@groupesebastien.com

or Apply Here

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