Head of Customer Service

· Develop objectives for the call center’s day-to-day activities · Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) · Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) · Assume responsibility of budgeting and tracking expenses · Hire, coach and provide training to personnel to maintain high customer service standards · Monitor and improve ordering, telephone handling and other procedures · Evaluate performance with key metrics (accuracy, call-waiting time etc.) · Prepare reports for different departments or upper management Requirements Proven experience as call center manager or similar position minimum 15 years · Experience in customer service is required · Knowledge of performance evaluation and customer service metrics · Solid understanding of reporting and budgeting procedures · Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) · Proficient in MS Office and call center equipment/software programs · Outstanding communication and interpersonal skills · Excellent organizational and leadership skills with a problem-solving ability · Positive and patient · High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated · Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus