Contact Centre Manager
Multinational Eco Tour Company based in Chiang Mai, Thailand with multiple locations in Asia seeks a Contact Center Manager with call center sales experience to take the contact center to a new level.
Position Overview:
Key job tasks/ duties/ responsibilities of Contact Center Manager, "CCM” include, but are not limited to, providing the Call Centre Team Leaders and Operators with Leadership, Training Programs, Sales Training Programs, Training, Support and Development in order to provide the ultimate experience for our clients and potential clients through fast courteous and accurate information, to drive services and sales improvement through better engagement, both verbal and written, to at all times ensure that the team and individuals push to close the sale, and to guide the prospect/client to our preferred timing. To Set and Monitor KPI’s for the team.
Key Functions:
• Prepares and presents Performance metrics/KPI information and reports to senior management while overseeing all day to day call center activities.
• To implement and monitor a policy of continuous improvement
• To conduct initial and continuous training for all staff
• Review budgets, expenses, revenue, payroll and other documentation, analyzing, recommending budgets, prepares forecasts, reconciliations to achieve profitable digital and contact center sales
• Utilize and recommend computer programs and systems as they become available
Secondary Job Functions:
• Attend and participate in strategic meetings as required
• Suggest ways to improve the current systems through change and/or technology