WOWHELLO Outsourcing Solution

Call Center Manager

Open Post : 1
Full Time

Job Responsibility:

  • Daily allocate call center task respond to both internal and external client’s demand 
  • Closely monitor on agent performance in order to achieve target (both internal & external target)
  • Meeting with internal & external client if need (monthly promotion, changing job scope or complain) 
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center 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 ordering, telephone handling, live chat handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management


Requirements and skills

  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • Experience in leading a big team or team who work 24/7
  • Ability to handle multi-client from difference industry