Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Apr 20, 2017
    Deadline: Apr 25, 2017
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Synergy HR Solutions - we are committed to creating the most affordable and useful Human Resources solutions for your business when you need an HR professional at you side. We work closely with you and your staff to complete Human Resources-related tasks and to correct any deficiencies in your practices and procedures. Don’t get caught in an HR situat...
    Read more about this company

     

    Head, Call Center

    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.

    Method of Application

    Applicants should send their CV's to: hr@synergyhrsolutions.com

    Note: Only shortlisted candidates will be contacted for interview.

    Build your CV for free. Download in different templates.

  • Apply Now
  • Send your application

    View All Vacancies at Synergy HR Solutions Limited Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail