Call Center Manager at StarTimes Media

On Thursday, March 23rd, 2017

Department: Operations

Reports To: Operations Director

StarTimes Media (K) Co. Ltd seeks to appoint a suitably qualified persons to assume the role of Call Center Manager

Job Objective:

The Call Center Manager (also known as Contact Center) is responsible for:

  • The daily running and management of the call center through the effective use of resources.
  • Meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
  • Ensuring that calls and emails are answered by staff within agreed time scales and in an appropriate manner.
  • Mentoring, coaching, evaluating coordinating, and motivating call center staff.
  • Assisting in Staff Recruitment.

Duties and Responsibilities:

  • The day to day running of the Call Center.
  • To oversee the optimal performance of the Call Center.
  • Maintain constant communication of floor needs, wants, concerns and plans.
  • Forecasts Manpower planning based on inbound/outbound call volume
  • Create and implement strategies to decrease errors in quality control and train for future effectiveness.
  • Work with all individual on daily basis to optimize campaign targets by adjusting and ensuring proper utilization of manpower and technology.
  • Track against projected forecast.
  • Monitor employee attendance and shift changes.
  • Coordinate all floor supervisors

Skills and Competencies:

  • Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
  • Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work. Assesses, selects, recognizes, develops, and empowers diverse talent.
  • Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.

Education / Experience:

  • Bachelor’s degree in a relevant field from an accredited University / College required.
  • At least 3 years’ managerial experience in a busy call/contact center environment.
  • Worked at Supervisory or Managerial level  in a Call Center environment for at least 2 years
  • Ability to provide effective leadership to a large team
  • Ability to train and mentor individuals and/or a group
  • Ability to interact at a high level with clients and internal leadership
  • Ability to manage and provide feedback to all types of individuals
  • Ability to adapt to an ever-changing environment
  • Ability to create training documents

An attractive and competitive salary structure on offer.

Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to [email protected]

Kindly include names of three referees and a daytime telephone contact.

Interviews will be done on a rolling basis until the position is filled. Only shortlisted candidates will be contacted.

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