Call Center Manager for Kantipur Management Private, Nepal

 JOB PURPOSE:

Manage and implement customer care activities to promote optimal contact center and retention by effectively leading and supporting customer care teams, efforts, and strategies.

KEY FUNCTIONS:

• Lead, develop and manage the technical contact center team in carrying out the essential elements of clients standards, policies, and procedures; set attainable goals and objectives and follow through to successful completion.
• Develop and direct staff, by carrying out the essential elements of Customer Care strategy, standards, policies and procedures, and by creating and maintaining a positive work environment
• Be available to team members to provide direction and communication.
• Coach team members on best practices to promote career development and increase customer satisfaction.
• Consistently monitor performance for quality and coaching opportunities.
• Actively set daily, monthly, and weekly goals designed to reach department expectations.
• Provide timely performance feedback and daily coaching. Perform annual reviews and effectively manage disciplinary and/or performance problems.
• Compile timely and accurate daily, monthly, and yearly reports as requested.
• Recognize individual and team contributions to encourage a positive work environment.
• Support the organizations efforts to improve employee loyalty.
• Manage projects focused both on team efficiencies and customer satisfaction/effort improvement
• Communicate effectively and professionally to different internal and external audiences in all forms of communication.
• Adhere to the organizations and clients privacy guidelines to ensure each customer’s privacy.
• Maintain regular attendance to be available to provide direction and communication to team members.

Responsibilities:

• Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  
  
• Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  
  
• Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  
  
• Meets contact center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances etc.
  
  
• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.
  
  
• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management;
  
  
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  
  
• Adhere to and manage the approved budget
  
  
• Maintain an orderly workflow according to priorities
  
  
  

Desired Candidate Profile

• Proven working experience as a Call/contact Center Manager and Operations Management of telecom industry
  
  
• Experience in providing customer service support along with managing people management skills
  
  
• Well Versed with Call/contact Center KPI's, Data Analysis and Reporting Skills
  
  
• Good understanding of customer service software, databases and tools
  
  
• Awareness of industry’s latest technology trends and applications
  
  
• Ability to think strategically and to lead
  
  
• Strong client-facing and communication skills
  
  
• Advanced troubleshooting and multi-tasking skills
  
  

Customer service orientation

Email: tama@kantipurmanagement.com