Customer Care Center Manager Job at RATP Dev
Supports the management of the day-to-day operations of the In-Bound appointment setting call center.
- Hire, onboard and train call center personnel.
- Coach call center staff through challenging customer service issues.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Lead team meetings and give presentations to executives.
- Develop monthly, quarterly and annual call center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
- Create personnel and supply budgets for approval.
- Responsible for the hiring, training, coaching employees, and leading call center staff as they outreach to customers.
- Manage all aspects of New Employee work-area set up.
- Responsible for new Field Representatives’ Onboarding.
- Support the management of call center / field representative relationships for daily outreach strategy.
- Answering questions, guiding employees through difficult calls or issues, training rebuttal.
- Manage the call center to achieve quantitative and qualitative objectives.
- Work in cross-functional team to create rollout plan for new products, services, or technology.
- Conduct system-platform analysis. Assess areas of improvement in protocols and processes.
- Develop and conducts training for new products, services, or technology as needed.
- Support new Call Center software maintenance.
- Perform weekly quality assurance evaluations, providing coaching and / or taking corrective action as needed in collaboration with the Call Center Manager.
Other Duties and Responsibilities: - Performs other responsibilities, as requested or assigned by management.
- Performs other miscellaneous duties, as requested or assigned by management.
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