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
