Call Center Manager

Company Description

Anantara Vacation Club Bali, exciting multi-destination Shared Ownership Club launched in Asia Pacific in 2010 and developed by Minor International PCL, one of the largest hospitality and leisure. Contemporary, relaxed and imaginative. 

Job Description

Position Overview:

We are seeking an experienced and motivated Call Center Manager to lead our call center team. The ideal candidate will be responsible for overseeing daily operations, ensuring high-quality customer service, and driving performance to meet organizational goals. This role requires strong leadership skills, effective communication, and a deep understanding of call center dynamics.

Key Responsibilities:

Team Management:

• Supervise and support telemarketing team, including hiring, training, and performance management.
• Conduct regular team meetings and provide coaching and feedback to improve performance.

Operational Oversight:

• Manage daily call center operations, ensuring that service levels and performance targets are met.
• Monitor and analyze call center metrics to identify trends and areas for improvement.

Customer Service:

• Ensure high standards of customer service are maintained, addressing escalated issues and complaints as needed.
• Develop and implement strategies to enhance customer satisfaction and loyalty.

Performance Management:

• Set and track key performance indicators (KPIs) for the team, including call handling times, resolution rates, and customer satisfaction scores.
• Prepare and present performance reports to senior management.

Process Improvement:

• Identify and implement process improvements to increase efficiency and effectiveness within the call center.
• Develop and maintain call center procedures and policies.

Technology and Tools:

• Oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.
• Work with IT to address technical issues and implement new systems as needed.

Compliance and Quality Assurance:

• Ensure compliance with company policies, procedures, and industry regulations.
• Conduct quality assurance assessments to ensure adherence to service standards.

Qualifications

Key Performance Indicator:

• Average Handle Time – Measure the average duration of calls from start to finish.
• Customer Satisfaction Score – Evaluate customer satisfaction through feedback and surveys.
• Service Level – Monitor the percentage of calls answered within a predetermined time frame.
• Call Abandonment Rate – Record the number of calls abandoned by customers before being answered.
• Employee Turnover Rate – Measure the rate at which call center staff leave and are replaced.
• Call Quality Score – Assess the quality of calls based on predefined criteria.
• Agent Utilization Rate – Track the amount of time agents spend on calls versus available time.
• Training Completion Rate – Monitor the completion rate of training programs by staff.
• Number of Escalated Calls – Count the frequency of calls requiring escalation to higher-level support.
• Adherence to Schedule – Measure how closely agents follow their scheduled work hours.
• Cost per Call – Calculate the total cost associated with handling each call.

Qualifications:

• Proven experience as a Call Center Manager or similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and CRM systems.
• Analytical skills with the ability to interpret data and make data-driven decisions.
• Strong problem-solving skills and ability to handle high-pressure situations.
• Bachelor’s degree in Business Administration, Management, or a related field (preferred).

Additional Information

• Minimum one year’s experience in vacation ownership or timeshare sectors and/or two years’ experience in direct sales.
• Tertiary or university is education desirable, though not essential.

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