Entreprise:
Secteur: call center / télévente
Taille: Entre 20 et 100 employés
La société Ulysse, installée à Sousse depuis 2012,
filiale d'un groupe français leader en Europe et spécialisé dans les relations
humaines.
Description de l'annonce:
MISSION
We are looking for a skilled Team manager to supervise daily operations and personnel aiming for maximum efficiency. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
An excellent team manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a team manager, you must also have excellent customer service and communication skills.
JOB DESCRIPTION
* Develop objectives 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, customer service metrics etc.)
* Assume responsibility of budgeting and tracking expenses
* 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.
* Prepare reports for different departments or upper management
REQUESTED PROFILE
* Proven experience as call center manager or similar position
* Experience in customer service is required
* Knowledge of performance evaluation and customer service metrics
* Solid understanding of reporting and procedures
* Proficient in MS Office and call center equipment/software programs
* Outstanding communication and interpersonal skills
* Excellent organizational and leadership skills with a problem-solving ability
* Positive and patient
* Higher degree in a relevant discipline will be appreciated
* English mother tongue, or fluent