Provides an excellent experience to customers served by planning and implementing call centre strategies and operations
Provides an excellent experience to customers served by planning and implementing call centre strategies and operations; improving systems and processes; managing staff.
Key accountabilities:
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards.
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs.
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
Core competencies, knowledge and experience:
• At least 3 years’ experience as call centre manager or similar position in customer service
• Solid understanding of performance evaluation, customer service metrics, reporting and budgeting procedures
• Outstanding communication and interpersonal skills
• Excellent organizational, leadership skills with a problem-solving ability
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in both Albanian and English languages
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link within 19 October 2018:
https://vodafone.taleo.net/careersection/2a/jobdetail.ftl?job=AL00085&tz=GMT+02:00
Key accountabilities:
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, defining user requirements; establishing technical specifications, and productivity, quality, and customer-service standards.
• Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs.
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain good relationship with team members and motivate them to put in their best to work in order to achieve maximum results
Core competencies, knowledge and experience:
• At least 3 years’ experience as call centre manager or similar position in customer service
• Solid understanding of performance evaluation, customer service metrics, reporting and budgeting procedures
• Outstanding communication and interpersonal skills
• Excellent organizational, leadership skills with a problem-solving ability
• Building high performing, lean & flexible teams with increased engagement
• Ability to withstand pressure on an on-going basis while maintaining performance
Must have technical / professional qualifications:
• Bachelor’s degree from Educational Institution or equivalent
• Strong planning and organizational skills; ability to judge and manage multiple priorities under tight project deadlines
• Excellent verbal and written communication skills in both Albanian and English languages
• Excellent knowledge of Microsoft office tools (Excel, Power point)
• Call Centres’ Technology
• Presentation skills
Please apply online on the below link within 19 October 2018:
https://vodafone.taleo.net/careersection/2a/jobdetail.ftl?job=AL00085&tz=GMT+02:00