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