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کد آگهی: KP3654409266
استخدام Contact Center Manager
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جاباما | Jabama
در تهران
اطلاعات شغل:
نوع همکاری: تمام‌وقت
مدرک تحصیلی مورد نیاز: کارشناسی
مهارت‌های مورد نیاز:
پشتیبانی
ارتباط با مشتریان و پشتیبانی
Microsoft Office
پرداخت‌ها: توافقی
متن کامل آگهی:
The Contact Center Manager will oversee the daily operations of the Call Center, ensuring that our guests receive prompt, friendly, and effective assistance.
This role requires a strong leader who can manage and motivate a team of Customer Support Agents, implement effective processes, and maintain a high level of service quality.
The ideal candidate will have a passion for customer service, excellent communication skills, and experience in a fast-paced call center environment.
This role requires a strong leader who can manage and motivate a team of Customer Support Agents, implement effective processes, and maintain a high level of service quality.
The ideal candidate will have a passion for customer service, excellent communication skills, and experience in a fast-paced call center environment.
Key Responsibilities
Team Leadership & Development
- Lead, coach, and develop a team of Guest Support Agents to achieve performance goals and maintain high levels of customer satisfaction.
- Conduct regular team meetings, training sessions, and one-on-one coaching to ensure continuous improvement.
- Monitor team performance, provide feedback, and implement strategies to address performance gaps.
- Ensure that all guest inquiries, complaints, and requests are handled professionally and efficiently.
- Develop and implement processes and policies to enhance the guest experience and resolve issues quickly.
- Analyze customer feedback and trends to identify opportunities for service improvement.
Crisis Management
- Handle escalated issues, including complex guest complaints, service failures, and emergency situations.
- Develop contingency plans and coordinate with relevant teams to ensure timely resolution of critical issues.
Operations Management
- Oversee daily operations to ensure that all processes run smoothly and efficiently.
- Develop, implement, and monitor operational policies and procedures.
- Ensure compliance with company policies and industry regulations.
Qualifications
Experience
- 5+ years of experience in a call center environment, with at least 2 years in a supervisory or management role.
- Experience in the hospitality industry, particularly with online booking platforms, is highly desirable.
Skills
- Strong leadership and team management skills with the ability to inspire and motivate others.
- Excellent communication and interpersonal skills.
- Proficient in using call center software, CRM systems, and other relevant tools.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem-solving skills and the ability to handle difficult situations with poise.
Education
- Bachelor’s degree in Industrial Engineering, Business Administration, or Hospitality Management.
Other Requirements
- Ability to work flexible hours, including evenings, weekends, and holidays as needed.
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شنبه 18 آبان 1404، ساعت 21:08