Call Center Manager - Solidere Ghana Limited

We, Solidere Ghana Limited are looking for a skilled Call Centre Manager to supervise the daily operation and personnel aiming for minimum efficiency and cost-effectiveness. Also making sure call centre agents are well organized and productive.

Job Description

• Monitoring and improving ordering, telephone handling.
• Answering representative questions and guiding them through difficult calls, issues, diffusing angry customer or handling issues that cannot be fielded by a representative
• Coaching and providing training to personnel to maintain high customer service standards.
• Leading team meetings, asking questions to better understand the call representatives are receiving, educating and coaching workers regarding processes and practice and explaining expectations to employees.
• Evaluate performance key such as accuracy, call waiting time etc.
• Develop objectives for the call centre’s day-to-day activities.
• Ensuring staff members are achieving desired service levels and taking corrective action as needed.
• Preparing reports and analysing call centre data to improve processes ensuring resources are properly allocated and maximised and customer satisfaction.
• Taking on other tasks or projects to support employees and call centre operations

Required Skills or Experience

Educational & Professional

• Diploma or Degree or equivalent in a relevant discipline.
• A certified call centre Manager or relevant qualification is a plus.

Experience Requirements

• Minimum two (2) year in same field.
• S/he should be fluent in the English Language, and able to express oneself.
• Must have a good track record of excellent performance and good behaviour

Knowledge and Skills Requirement

• Technical expert in related computer applications.
• Proven experience in call Centre manager or similar position.
• Experience in call center is required.
• Solid understanding of reporting.
• Knowledge on performance evaluation and customer service matrix.
• Proficient in MS Office and call Centre equipment/software programs
• Ability to work with others in a close manner.
• Certification in customer service is a plus.
• Has Sports Knowledge
• Experience in dealing with the public.
• Ability to deliver work on tight deadlines
• Decisiveness and attention to details.
• Outstanding communication and interpersonal skills.
• Excellent leadership skills with a strong problem-solving ability
• Polite, professional phone voice, Positive and patience