Minimum 4-5 years of management experience. Please refer to the job advert for further information.
Call Center Manager (Inbound Operations)
Konnect BPO Technologies (Pvt) Ltd is a leading and rapidly developing company in Sri lanka, T organization offers uninterrupted high – end services and intense outsourcing solutions to its valued clients to achieve their goals and to survive in the high competitive business world.
SKILLS AND QUALIFICATION
- Minimum 4-5 years of management experience
- Management degree preferred
- Hands on experience on inbound call center management is must
- Proficient in MS Office
- Self-motivated and ability to work with minimal supervision
- Working experience with inbound call center technology such as IVR and ACD systems, etc.
KEY RESPONSIBLITIES
- A dedicated and enthusiastic team player
- Ensuring smooth ties between inbound operations, senior management & also with clients
- The progress of a project or projects should be led, managed, reviewed and evaluated
- Handle escalated consumer inquiries and complaints directly and proactively.
- Collect and Analyze call center statistics and adjust processes to meet or exceed goals
- Creation of plans and schedules in order to accomplish objectives
- Oversees and leads the daily operations of the Call Center including IVR, analyzes staffing needs for inbound coverage of phone volumes and proactively makes adjustments to meet the fluctuations in call demands as
- Strong communication, presentation and Analytical skills
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