Lowongan CALL CENTER MANAGER di PT Cahaya Research Indonesia

Our Client is International Banking in Central Jakarta; looking for a CALL CENTER MANAGER to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

He will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Main duties

• Developing objectives for the call centre’s day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collecting and analysing call-centre statistics (sales rates, costs, customer service metrics etc.)
• Responsibilities
• Develop objectives for the call centre’s day-to-day activities
• ·Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
•  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.)
• Prepare reports for different departments or upper management

Requirements and skills

• Bachelor Degree from Reputable University/ S1
• Proven experience as call centre manager or similar position min 5-10 years; experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus