- 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.

- Minimum 3 years proven experience in managing call centers or similar position - Experience in Customer Service is required - Knowledge in 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 - Diploma or equivalent; Higher degree in a relevant discipline will be appreciated