Call Center Manager at Mogo Finance

Responsibilities

• Manage the day to day running of the Call Center.
• Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
• Setting call center agents targets, monitoring performance, appraising them and providing timely feedback.
• Organizing staffing, including shift patterns and the number of staff required to meet set targets.
• Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.
• Coming up with incentives to motivate and retain Call Center staff.
• Participate in hiring of call center agents.
• Training of call center agents.
• Developing strategies to improve customer experience.
• Handling the most complex customer complaints or enquiries.
• Identify, escalate and advice management on recurring complaints.

Requirements

• Bachelor’s degree in a relevant field
• At least 2 years’ experience in a busy call center environment at a managerial level
• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills