We are hiring a Manager

Duties and responsibilities

• Proper recruiting, hiring, onboarding, and training process in place 
• Coaching and Monitoring process together with Recognition Program supports staff morale, motivation, and service quality
• Opportunities for improvement & optimization are utilized and realized
• Team workload is properly scheduled (WFM), and monitored, and adherence to service targets and SLAs is achieved
• Engagement activities related to Member Coaching and Education (Walk In/ Inbound & Outbound interactions) add value by providing guidance and training that supports business growth, Member awareness, Sales & Marketing initiatives, Regional & EMEA goals/ targets
• Accurate budget to fulfill key performance indicators is approved
• Responsible for reporting, communications, and coordination with Snr Mgmt.
• Responsible for assuring the strategy of Member Services is realized
• Acts as Coach and Mentor to direct reports survey.

Experience

• Min of 5 years in a service industry (experience of working in an international environment preferable)
• Proven experience in working with budgets and managing Contact Centre KPIs
• Contact Center management experience (resource management, WFM, Technology)

 Qualification 

• Educated at least to ‘A’ Level standard.
• Full command of the English language (Knowledge of other European language would be an advantage)
• Excellent verbal & written communication skills 
• Excellent knowledge of MS Office applications

Email: info@caml.mn

Phone: 7713-0303, 85840303