Call Center Manager

1 week ago

Ho Chi Minh City, Vietnam NIC HR Full time

Managing the daily running of the call centre, including managing manpower ( supervisor, team leader, telesales staff), effective resource planning and implementing call centre strategies and operations.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Implement, review, update call center policies as per BOD’s request
- Design and develop phone call scripts for telesales staff ( inbound & outbound )
- Work closely with MCD to run promotion programs for customers
- Recording statistics, user rates and the performance levels of the centre and preparing reports;
REQUIREMENT
- Graduated from University with major in Business Administration, Marketing, Economic
- At least 05 years experience in sale management and 3 years experience in call center
- Ability to catch customer needs and creatively solve complex problems
- Capability of analyzing market environment and trend to set a core selling point
- Strong people management ( developing, building, coaching, leading inbound-outbound team )
- Ability to cope with stressful and demanding situation
- Fluency in English for 4 skills
- Enthusiastic, Open-minded, hard working, organized, nice voice
- Handling the most complex customer complaints or enquiries;
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

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