Call Center Manager 555 views159 applications

Job Description



  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information 
  • Develop call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
  • Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Ensure staff members are achieving desired service levels and taking corrective action, as needed.
  • Train, coach, and lead call center representatives as they provide support for customers.
  • Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job Qualifications 

  • Bachelor’s degree in Business Administration or equivalent 
  • 5 to 8 years’ experience in Customer Services, preferably proven experience as a call-center manager or similar position. 
  • Certified Call Center Manager (e.g. CCCM) or equivalent.
  • Customer service, Transportation Industry, Taxi Service management, CRM system, performance evaluation and customer service metrics  

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Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate. Our expertise coupled with our partnerships with industry leaders, help us in being able to architect your business needs into technology programs that include hardware, software, business process, management and support programs all tied into strong ROI models.
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