Call center Manager

eTalent is recruiting on behalf of one of its clients:
CALL CENTER MANAGER
Customer service is a rewarding but challenging career that requires a variety of skills and knowledge.
Whether you`re dealing with customers face to face, over the phone, or online, you need to be able to communicate effectively, handle difficult situations, and provide a solutions that meet their needs and expectations.
They represent the brand and tis values, and aim to create a positive customer experience.
Primary Responsibilities:
Responding to customer inquiries within company hours
Troubleshooting tech problems
Handling complaints to building strategies for improving the overall customer experience and fostering loyalty
Answering questions about a company’s products or services Processing orders and transaction
Resolving issues and troubleshooting technical problems
Delivering information about a company’s offerings
Providing proactive customer outreach
Handling customer complaints
Collecting and analyzing customer feedback
Responding to customer reviews
Developing and documenting knowledge into helpful content
Tracking customer service KPIs and metrics, those may include:
-The CSAT scores – to track customer satisfaction.
-The Net Promoter Score (NPS) – to measure how likely customers are to recommend a company/product/service to their friends or colleagues.
-The Customer Effort Score (CES) – to evaluate the ease of service experience with an organization.
-The First Contact Resolution (FCR) – to find out how you can effectively deal with service issues at the first customer contact.
-The Average Resolution Time (ART) – to see how long it takes agents on average to resolve issues, and other metrics.
-Customers VOC
Profile:
University education with a Bachelor's or Master's degree (BAC+4/BAC+5) in Management, Business Sciences, Marketing, etc.
Excellent written and verbal communication skills.
Strong proficiency in computer skills, with a focus on MS Office, especially Excel.
Proficient in English.
Analytical mindset.
An experience of 4 to 6 years in the field.