Call Center Manager

Job Summary:

The call center manager is the primary point of contact, overseeing the call center's daily operations and ensuring efficient and effective performance. This role involves managing staff, setting performance goals, implementing strategies to improve customer satisfaction, analyzing call center metrics, and resolving escalated customer issues. Additionally, Call Center Manager is responsible for developing training programs, monitoring call center technology, and collaborating with other departments to enhance overall business performance. Strong leadership, communication, and problem-solving skills are essential for success in this role.

Key Responsibilities:

• Supervising and motivating call center staff to achieve performance targets and deliver exceptional customer service. This involves recruiting, training, coaching, and conducting performance evaluations.
• Monitoring call center metrics such as call volume, response times, and customer satisfaction scores to identify areas for improvement and implement strategies to optimize performance.
• Establishing and enforcing quality standards for customer interactions, including call handling procedures, scripts, and service level agreements (SLAs).
• Resolving escalated customer issues and complaints promptly and professionally, ensuring customer retention and satisfaction.
• Developing and implementing efficient call routing and scheduling systems to manage workload distribution and maximize agent productivity.
• Overseeing the use of call center technology, including phone systems, CRM software, and workforce management tools, to support operational objectives and improve efficiency.
• Designing and delivering training programs to equip agents with the skills and knowledge needed to excel in their roles and meet performance targets.
• Managing the call center budget, including staffing costs, equipment purchases, and other operational expenses, ensures optimal resource allocation and cost-effectiveness.
• Generating regular reports on call center performance metrics and analyzing data to identify trends, opportunities for improvement, and areas of concern.
• Ensuring compliance with relevant regulations and industry standards, such as data protection laws and industry-specific regulations, and implementing risk management strategies to mitigate potential risks to the business.

Salary and Compensation: Competitive and negotiable based on experience

Benefits: The benefits package for this position includes paid time off, performance-based bonuses, career development opportunities, and access to employee assistance programs.

Working Hours: Typically full-time work, with some overtime and weekend work required during peak seasons or special projects.

Working Locations: Addis Ababa, Ethiopia

Qualifications:

• BSc in business administration, management, communication, or a related field.
• Previous experience in a call center or customer service environment is essential, as well as several years of progressively responsible roles, including supervisory or management experience.
• Excellent verbal and written communication skills in English are essential for effectively communicating with staff and customers and preparing reports and presentations. Additional language is a plus.
• Must have a deep understanding of customer service principles and a commitment to delivering exceptional customer experiences.
• Familiarity with call center technology, including phone systems, customer relationship management (CRM) software, and workforce management tools.
• Able to identify issues, analyze data, and develop and implement solutions to improve call center performance and customer satisfaction.
• A collaborative mindset and the ability to work effectively with cross-functional teams to achieve common goals.
• The ability to interpret call center metrics and data, identify trends, and make data-driven decisions to optimize performance.
• Certifications related to call center management or customer service, such as those offered by professional organizations like the International Customer Management Institute (ICMI), can enhance credibility and demonstrate expertise in the field.