Call Center Manager

  Insight Consulting Group
  Afghanistan Unspecified 1104
Date Posted:Oct 6, 2010
Reference:VA# 44
Closing Date:Oct 10, 2010
Work Type:Unspecified
Number of Vacancies:1
Gender:Male
Functional Area:Management
Nationality:Afghan
Salary Range:As per NTA salary scale policy
Years of Experience:5 Years
Contract Duration:Not specified
Possibility of Contract Extension:Yes
Contract Type:Short Term
Probation Period:1 month
Required Languages:

About Insight Consulting Group:

 

Insight Group is an Afghan owned company which has positioned itself in Afghanistan as an end-to-end services and consulting company, specializing in fields such as private and public sector consulting, marketing and business development. We have successfully serviced both the private and public sectors in Afghanistan. Our head office is located in the heart of Kabul city, along with Regional offices in Herat, Mazaar, Jalalabad

Job Summary:

•Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
•Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
•Planning and supervising changes and managing the daily operations of call centre.
•Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
•Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
•Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
•Recording statistics, performance levels and user rates of the call centre and preparing the reports.
•Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
•Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
•Handling the most complicated customer inquiries or complaints.
•Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
•Reviewing the staff’s performance, determining training needs and scheduling training sessions.

Duties & Responsibilities:

•Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
•Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
•Planning and supervising changes and managing the daily operations of call centre.
•Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
•Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
•Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
•Recording statistics, performance levels and user rates of the call centre and preparing the reports.
•Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
•Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
•Handling the most complicated customer inquiries or complaints.
•Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
•Reviewing the staff’s performance, determining training needs and scheduling training sessions.

Job Requirement:

•Excellent problem-solving and communication skills.
•Solid customer focus and should be able to operate well in teams.
•Good telephone manner.
•Ability to develop and motivate staff.
•Great confidence and an excellent business sense.
•Should be able to set, satisfy, and exceed targets.
•Must speak Dari, Pashto, English

Job Location:

Afghanistan
This job is expired