1330-16 — Manager, Call Centre

Manager, Call Centre is responsible for develop objectives for the call centre’s day to day activities conduct effective resource planning to maximize the productivity of resources collect and analyse call centre’s statistics 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 within their professional field.