Automotive dealership company is looking for a skilled Contact Center manager to supervise daily operations and personnel, aiming for maximum customer satisfaction, efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent contact centre manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a customer contact manager, you must also have excellent customer service and communication skills.
Job Description
Develop objectives for the contact centre’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyse contact centre 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 digital, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Identify Threats and Opportunities in user-generated content surrounding the business, and report notable threats to appropriate management.
Analyse campaigns and translate qualitative data into recommendations and plans for management.
Monitor effective benchmarks (Best Practices) for measuring the impact of campaigns. Analyse, review, and report the effectiveness of campaigns in an effort to maximize results.
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