Executive at Lalantop HR Solutions
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Team Leader - Inbound & Outbound Customer Services - Call Center (5-7 yrs)
Responsibilities :
Inbound centres - receive calls and emails from customers and clients, e.g. queries, requests, product support, orders and complaints
Outbound centres - contact potential customers and clients with the aim of gathering information or selling a product.
Your duties vary according to the type of centre you work in but you'll typically need to:
- Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
- Undertake needs assessments, performance reviews and cost/benefit analyses
- Set/meet performance targets for speed, efficiency, sales and quality
- Ensure all relevant communications and data are updated and recorded
- Advise clients on products and services available
- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Monitor random calls to improve quality, minimise errors and track operative performance
- Coordinate staff recruitment, write job adverts and liaise with HR staff
- Review the performance of staff, identify training needs and plan training sessions
- Record statistics, user rates and the performance levels of the centre
- Prepare reports on these statistics, rates and performance levels
- Handle the most complex customer complaints or enquiries
- Organise shift patterns and the number of staff required to meet demand
- Coach, motivate and retain staff
- Coordinate bonus, reward and incentive schemes
- Forecast and analyse data against budget figures on a weekly and/or monthly basis.
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