Call Center Manager (Team Lead) - Barcelona

Información del Proceso
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Call Center Manager (Team Lead)



Main Job Tasks and Responsibilities

- Initially help set up team(s) and location(s), interview and hire, operate site
- Supervise daily operations and personnel aiming for maximum service efficiency and cost-effectiveness
- Ensure technology is utilized effectively, and that staff are organized, enabled and productive
- Conduct effective resource planning to maximize the productivity of resources (people, technology, processes etc.)
- Collect and analyze call-center statistics (KPIs, customer service metrics etc.) and forecast capacity/bandwidth needs
- Hire, coach and provide training to personnel to maintain high customer service standards; conducting staff performance reviews
- Monitor (response time, pick up time, customer satisfaction) and actively improve service
- Evaluate and report service performance with key metrics (accuracy, call-waiting time etc.)
- Develop customer support as the business grows in size and complexity; help design user interfaces, scripts
- Maintains, synergizes and improves (multiple) call center operations by monitoring system performance; -Identifying and resolving problems; preparing and completing reports, action plans; completing system- Audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

Funciones Profesionales

Detalles de la oferta
  • Imprescindible Residir: Not Required
  • Idioma: Inglés (Alto) | Español (Alto)
  • Experiencia: Más de 5 años
  • Formación Mínima: Diplomado
  • Nivel Profesional: Mando Intermedio
  • Tipo contrato: Indefinido
  • Jornada: Jornada completa
  • Honorarios: 30.000€ - 42.000 € Bruto/año
  • Otras Provincias: Granada , Madrid , Málaga , Sevilla y Zaragoza
  • Info Otros Países: España