Job Description

iQuest Management Consultants Pvt Ltd

Call Center Manager

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Job id: 299627

17 Nov 2019

Job Location



5 to 10 years

Qualification Level


Job Function

Customer Service / Telecalling


Customer Service Experience

Jobseeker Nationality

Jobseekers from any country

Call Center Manager

Job Location : Kuwait

Job Requirements :

• Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Develop objectives and prepare KPI's for the call center's day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.).

Interested candidates can apply with your resume.

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