Call Centre Manager at Interra Networks

Major Duties and Responsibilities

• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
• Carrying out needs assessments, performance reviews and cost/benefit analyses;
• Setting and meeting performance targets for speed, efficiency, sales and quality;
• Ensuring all relevant communications, records and data are updated and recorded;
• Advising clients on products and services available;
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls to improve quality, minimize errors and track operative performance;
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
• Reviewing the performance of staff, identifying training needs and planning training sessions;
• Recording statistics, user rates and the performance levels of the centre and preparing reports;
• Handling the most complex customer complaints or enquiries;
• Organizing staffing, including shift patterns and the number of staff required to meet demand;
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Person Specification

• High Leadership Skill
• Analytical
• Research Savvy
• Team Player
• Proactive
• Self-Starter
• Highly self-motivated
• Strong Operational Skills
• Strong Customer Service Skills
• Strong written and verbal communication skills
• Should possess the skill to work both in team and also perform independently.
• Persuasive, patient manner
• Coaching, Mentoring and leadership skills
• Disciplined

Qualification and Experience

• A foreign degree in any field is preferred.
• Previous experience as a Manager or Supervisor in the call centre of one of the major telecoms.