Call Center Manager at Digital Kungfu

Responsibilities:

• Hiring, training, coaching, leading and performance managing (where necessary) call center representatives as they provide support for customers
• Motivating and incentivising call centre agents
• Contribute to a working environment that is uplifting, empowering and gratifying
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Taking on other tasks or projects to support employees, other managers, and call center operations

Requirements:

• Bachelors degree preferred
• At least 5 years experience running a call centre essential
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice