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Call Center Manager
| Company: | SAS Group |
|---|---|
| Location: | Yerevan, Armenia |
| Deadline: | 26 December 2019 |
JOB DESCRIPTION:
SAS Group LLC is looking for a skilled Call Center Manager to join its team.RESPONSIBILITIES:
- Hire, train, coach and lead Call Center operators as they provide support to customers;- Answer operators' questions, guiding them through difficult calls or issues;
- Lead team meetings;
- Ensure staff members are achieving desired service levels and take corrective action, as needed;
- Prepare reports and analyze Call Center data to improve processes, and maximize efficiency and customer satisfaction;
- Conduct staff selection;
- Conduct trade workshops;
- Carry out trainings on how to regulate a working day;
- Responsible for weekly staff pack formation;
- Prepare daily reports and compare the results with the previous year records;
- Conduct daily cultivations of operator's records;
- Responsible for audio and video surveillance control;
- Responsible for daily registrations of cash purchases.
REQUIRED QUALIFICATIONS:
- University degree;- Education or experience in a related field is preferred;
- Ability to remain calm under pressure, especially during peak hours or intense situations;
- Exceptional interpersonal customer service, problem-solving, verbal and written communication and conflict resolution skills;
- Knowledge of management principles;
- Strong coaching and leadership skills, ability to motivate employees;
- Proficiency in the necessary technology, including computers, software applications, phone systems;
- Polite, professional phone voice;
- Financial knowledge is a plus;
- Knowledge of Word, Excel, Outlook, IVMS, 1C;
- Advanced level of Armenian, Russian and English languages.
APPLICATION PROCEDURES:
Interested candidates are welcome to apply online via careercenter.com or send their CV/ resume to: **@********.** indicating the position title ("Call Center Manager") in the subject line of the email. Only short-listed candidates will be contacted. Please, provide links to live samples of work or to portfolio.Please clearly mention in your application letter that you learned of this announcement through Career Center and mention the URL of its website - www.careercenter.am. Thanks.
