Market Research Analyst, Contact Center Manager at Lifecare International
Contact Center Manager
- Reporting to the Business Development Manager
- Manage a team of call center agents.
- Be available to affect the entirety of the team’s operations.
- Manage by walking around. Be visible to answer questions.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback
- Meet at least once each week with your team. At a minimum, review the following topics:
- Perform at least one monitoring evaluation with each agent every two weeks
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Present to the Business Development Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.
- Present to the Business Development Manager at end of each week a breakdown of the next week’s monitoring assignments and a plan for the team.
- Recruit new staff and schedule existing staff to meet service level objectives.
- Administer training programs for new hires and existing staff.
- Establish monthly meetings with other departments to review call center operations.
Market Research Analyst
- Perform market research.
- Advise on pricing strategies.
- Gather statistical data on competitors.
- Examine prices, methods of marketing, and sales.
- Analyze data on past sales to predict future sales.
- Obtain data to design surveys and assess consumer preferences.
- Devise focus group discussions, mail responses, and set up booths at public places.
- Conduct surveys.
- Make recommendations to client or employer.
- Provide companies with vital information to help them make decisions on the promotion, distribution, and design of products or services.
- Increase public demand for products.
- Determine whether companies should add new lines of merchandise.
- Open new branches.
- Help develop advertising brochures, sales plans, and product promotions.
- Develop rebates, giveaways, and other incentives.
- Gather information to help make fiscal or policy decisions, measure the effectiveness of those decisions, and improve customer satisfaction.
- Conduct opinion research to determine public attitudes on a variety of issues.
- Design surveys in many different formats
Email application to: n.mbugua@lifecareinternational.com
