Call Center Manager - Call Center

• Manages the call center team's real-time view system (Cisco).
• Exports historical data and sales reports from Customer Relationship Management for use on the dashboard and performance analysis.
• Monitors the call center process, investigates system faults in real time or in the past, and escalates as appropriate.
• Participates in team and development meetings.
• Monitors the customer's dashboard voice to evaluate client questions and complaints in order to enhance customer satisfaction.
• Monitors daily team leader actions and ensures that they listen to recorded calls in order to discover and manage non-standardized calls.
• Creates a qualitative scorecard, exports calls, listens to and assesses them.
• Conducts spot checks on received calls to verify evaluation compliance.
• Establishes quantitative key performance indicators (KPIs) for all employees of the customer service team.
• Examines phone answer rates, abandoned calls, service levels, sales per agent, and conversation rates.
• Creates call center procedures and dashboards for each transaction; evaluates performance and data.
• Aligns with IT on insights for enhancing the website, technology, and apps.
• Collaborates with Ecommerce to build demand and uses Trade Marketing to assess promotions.
• Conducts an annual training needs analysis and collaborates with the training team to develop a training plan for the call center staff.
• Examines the team's attendance and watches overtime.
• Conducts capacity planning by anticipating incoming business load to determine the number of full-time personnel required.
• Closes all financial and sales reports and keeps an eye on costs.
• Maintains the call center's assets while adhering to safety requirements.
• Evaluates weekly KPIs and performance; implements appropriate corrective action measures.
• Allows new users access.
• Updates dynamic channel charts.
• Creates interactive voice recordings and seasonal message updates.
• Leads the call center team efficiently and effectively through on-the-job training, motivating, coaching, and staff development.

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