fbpx
< BACK

Call Center Manager

Job Info

Job ID:
J006322
Business Lobby
Company Type:
Telecommunication 
2019-11-05
Job type:
Permanent 
Open position:
Call Center Manager 
Job Title:
Call Center Manager
Country:
Lebanon
Lebanon
 
Degree:
Bachelor’s Degree 
Experience Level:
3-5 years 
Working Days:
5

Allowances

Transportation
Yes
Insurance
Yes
NSSF
Yes

Job Description

A leading Internet Service Provider in Jdeideh is looking for a Call Center Manager:

Responsibilities:

– Ensuring staff is continuously monitoring the network and perfroming first level trouble shooting and problem solving
– Managing the daily running of the NOC/ call center, including sourcing equipment, effective resource planning and implementing NOC/call center strategies and operations
– Carrying out needs assessments, performance reviews and cost/benefit analyses;
– Setting and meeting performance targets for speed, efficiency, sales and quality;
– Ensuring all relevant communications, records and data are updated and recorded;
– Advising clients on products and services available
– Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
– Maintaining up to date knowledge of industry developments and involvement in networks;
– Monitoring random calls to improve quality, minimize errors and track operative performance
– Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
– Reviewing the performance of staff, identifying training needs and planning training sessions;
– Recording statistics, user rates and the performance levels of the center and preparing reports;
– Handling the most complex customer complaints or enquiries;
– Organizing staffing, including shift patterns and the number of staff required to meet demand;
– Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
– Forecasting and analyzing data against budget figures on a weekly and/or monthly basis

Requirements:

– Bachelor’s degree in CCE
– 2 – 4 years’ experience in a similar role
– Strong analytical, problem solving and decision making skills to evaluate alternatives and provide recommendations on business issues
– Proficient in all aspects of Microsoft Office applications
– Exceptional negotiation skills
– Exceptional problem solving and analytical skills
– Excellent communications skills, both verbal and written
– Ability to work in a fast paced environment.

Working hours: Monday till Friday from 8 am till 5 pm
Salary is negotiable + transportation allowance+ insurance+NSSF