Call Center Manager

Experienced Call Center Manager Wanted for a Security-Governmental Organization in Yavne

Job Description:

• Operate a multi-channel service center for all users of the organizational networks.
• Manage the call center, develop work processes, maintain performance metrics over time, and improve service quality.
• Manage communication with service providers, supervise call center agents, ensure their professionalism, conduct satisfaction surveys, and more.

Requirements:

Education:

• Academic degree (Bachelor’s) in one of the following fields: Computer Science, Software Engineering, Computer/Electronics/Communication Engineering, Industrial Engineering and Management with a focus on Information Systems, or Technological Management with a focus on Information Systems.

OR

• Another academic degree plus a Master’s degree in Business Administration specializing in Information Systems or IT Management.

OR

• Another academic degree or a certified technician/technologist, who also meets the requirements of completing 200 hours of courses in Information Systems Technologies, Software Engineering, Programming, Systems Analysis, Software Project Management, Operating Systems—with at least one course of no less than 100 hours, or certification in a programming course from MERM (Israel National Cyber Directorate).

Experience:

• Management of a service center providing support to over 500 users/callers.

OR

• Approximately four years of experience managing a service team of at least 3 employees within a call center serving an organization of over 500 people.

Additional Requirements:

• Familiarity with management and measurement methods for service centers.
• Ability to lead change – an advantage.
• Self-learning ability and staying updated from various sources.
• Good interpersonal skills and ability to work in a team.
• Service-oriented approach.
• High analytical and reasoning skills.
• Fluent oral and written expression in Hebrew and English.