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Job Description
- Manage, motivate and develop a team of CC agents.
- Monitor Agents' (KPIs, schedule, sand all related issues reporting them to the concerned departments ,review the agents’ targets, KPIs and driving their performance towards success.
- Conduct monthly , quarterly and annual reviews implementing new ways of working if required to enhance performance.
- Work with the management team, taking responsibility of compiling report clearly demonstrating performance against targets
- Providing call center Supervisor with daily , Weekly and monthly feedback on agents’ performance and related actions.
- Participate in the employees' selection once needed through second interviews, events and open days providing a feedback to Recruitment team.
- Effectively communicate to the Clients the needed reports and analysis.
- Adhering to the business standards keeping the team's performance leading the requested figures.
Job Requirements
- Minimum 2 years experience in CC.
- Leadership skills and experience.
- Excellent communication skills
- Analytical skills
- Ability to priorities and control workload of a team
- Coaching and developing skills
