Job Description

Call Center Manager / Customer Experience Manager / Customer Support Manager
Responsibilities:
• Manage the overall operations of the call center, including inbound and outbound customer interactions.
• Develop and implement strategies to enhance customer follow-up, relationship management, and
customer loyalty.
• Create and maintain a customer database, ensuring accurate and up-to-date customer information.
• Develop and implement a customer loyalty program, focusing on increasing repeat purchases and fostering
long-term customer relationships.
• Lead and supervise a team of call center representatives, providing guidance, training, and performance
feedback.
• Monitor call center performance metrics, such as average handling time, and customer satisfaction, and
take corrective actions when necessary.
• Develop and implement standard operating procedures to ensure consistent and efficient call handling,
customer inquiries resolution, and data management.
• Collaborate with other departments, such as sales and marketing, to align call center activities with overall
business objectives.
• Stay updated on industry best practices and technology advancements to optimize call center operations
and customer engagement.
Requirements:
• Proven experience in managing a call center or customer service team, preferably in the retail
• Strong knowledge of customer relationship management principles and practices.
• Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Exceptional communication and interpersonal skills to effectively interact with customers, team members,
and stakeholders.
• Proficiency in call center software and CRM systems.• Analytical mindset with the ability to track and analyze call center performance metrics to drive.
• Strong problem-solving skills and the ability to handle customer inquiries and complaints with
professionalism and empathy.• Flexibility to adapt to changing business needs and a fast-paced environment.
Educational Qualifications:
A bachelor's degree in business administration, marketing, or a related field is typically required for a Call
Center Manager position.
certifications or training in customer relationship management (CRM) systems and call center management
the candidate should have a solid understanding of customer service principles and practices, as well as
experience in managing a team and driving customer satisfaction. 

Required Knowledge, Skills, and Abilities

• leadership
• management
• customer service

Education + Experience

• Qualification: Degree