Call Center Manager

Duties and Responsibilities

• Managing and directing the daily activities of order processing operators.
• Supervising, planning, and managing functions concerned to order processing activities, campaigns, and training sessions.
• Identify improvements on the workflow or systems and collaborate with the operations team and supervisors to implement the necessary changes.
• Prepares and submits reports on work activities, operations, and productivity.
• Establish control on the system to make sure that operational performance and service level are being met in accordance with a set cost and budgeting expectations.
• Controls workflow within order processing to ensure daily workload is completed timely.
• Develops processes and oversees procedural oversees the continual review and refinement of operational processes and procedures.
• Leads, plans, and coordinates teams in an efficient manager to effectively perform job functions and Utilizes metrics to tracks performance and manages workload. Ensures processes and procedures are compliant and consistent with established policies.
• Use information from customer experience to gain insights from customer’s unique perspective.
• Increase customer satisfaction, loyalty, and advocacy. Attending and resolving customer complaints and doubts from operators to resolve inquiries effectively.
• Closely working with supervisors on generating real time/historical reports when needed
• Guide team in effective client issues resolution and handle any escalations.
• Ensure team members acquire the appropriate support and training to apply best skills and knowledge on the job.
• Operators performance review on yearly and periodically.
• Coordinating and authorizing time off requests, disability, and permissions, among others.
• Develops training materials and conducts training on order processing Creates reference manuals, job aids, and other tools for training sessions.