Call Center Manager
Salary undisclosed
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Job Responsibilities:
- Oversee and manage a team of 10 telemarketers, ensuring daily targets and performance metrics are met.
- Develop scripts, best practices, and training materials for the team.
- Monitor calls for quality assurance, providing feedback and coaching to team members.
- Analyze team performance data and adjust strategies to improve results.
- Coordinate with the sales and marketing teams to align calling efforts with overall project goals.
- Manage call schedules and assign leads to ensure effective coverage.
- Maintain up-to-date knowledge of the real estate projects being promoted.
- Resolve escalated client issues and ensure high levels of client satisfaction.
- Report team performance metrics and progress to senior management.
Job Requirements:
- Proven experience as a Call Centre Manager or in a supervisory role in customer service or telemarketing.
- Experience managing a team of telemarketers or customer service representatives.
- Strong leadership and team management skills.
- Excellent organizational, communication, and motivational skills.
- Ability to analyze call centre metrics and optimize team performance.
- Familiarity with CRM systems, telephony, and call management software.
- Strong problem-solving skills and a strategic mindset.
- Ability to meet and exceed team performance targets.
- Willing to be based in Petaling Jaya
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