CALL CENTER MANAGER – BAYPORT FINANCIAL SERVICES

Responsible for managing and monitoring all activities of a call centre on a daily basis. Ensure customer inquiries are answered promptly and will be responsible for supporting call centre staff in handling customer traffic. Ensures optimal operational efficiency of the call centre and compliance of established procedures and regulations.

• Assist in hiring, training, coaching, and leading call centre agents as they provide support for customers.
• Answering Agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents.
• Leading team meetings, asking questions to better understand the calls agents 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 centre goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing refunds.
• Taking on other tasks or projects to support employees, other managers, and call centre operations.

• Ensure that all staff, are continuously trained on product, systems and processes.
• Conduct formal appraisals and give constructive performance feedback to sales team.
• Reward and recognize good performance through awards, written and verbal feedback.
• Develops subordinates in accordance with company goals.

• Computer Literacy (MS Office Suite: Word, Excel, Outlook, PowerPoint)
• People Performance Monitoring
• Problem solving
• Communication
• Negotiation
• Attention to fine detail
• Problem solving skills
• Emotional Intelligence

• A Bachelor’s degree in Business management or equivalent.
• 4+ years’ experience in a supervisory position in a call center set up.
• C.O.P in Short/Long term insurance.
• Basic Customer Service training course.