Head, Call Center at Synergy HR Solutions Limited

Job Description

• Ensuring that technology is utilized to its maximum and that staff are well-organized and productive.
• The goal is to do everything possible to attain goals and achieve great results for the bank.

Responsibilities

• Develop objectives for the call center's day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.

Requirements

• Proven experience as call center manager or similar position.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Positive and patient.

Knowledge, Skills, & Experience Requirements

• Bachelor of Science degree or higher preferred.
• Minimum 8 years of Call Center/Contact Center management experience.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and banking opportunities.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Strong negotiation, interpersonal, written and oral communications skills, including statistical report writing.
• Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred).
• Occasional travel to clients or trade show required.