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Job Description
- Training and preparing employees to respond to customer inquiries, complaints, and Call Center related systems’ troubleshooting.
- Ensuring agents knowledge base is up to date.
- Ensuring agents understand and comply with all objectives, performance standards, and company policies.
- Answering employees questions regarding best practices or unusual cases.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating employee's performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing weekly, monthly, quarterly and annual reports and analyzing its data to assist in setting goals determined by Top Management..
- Working with other supervisors and management team members to support department goals/objectives and maximize sales.
- Support functions related to Call Center Department (Telesales, Moderators, etc...) departments whenever required.
- Monitoring monthly agents’ quality control.
- Measure Call Center performance with key metrics such as Call abandonment, Calls waiting, AHT, Service Level, etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Set KPIs for employees such as Sales targets, call center operational daily business, monthly achievements, customer satisfaction level, etc.
Job Requirements
- BA degree in any relevant field.
- 2 to 4 years of experience as a supervisor or team leader.
- High interpersonal & communication skills.
- Excellent command in English.
- Strong personality and decision-makers.
- Working knowledge of MS Office.
- High leadership skills & flexible.
- Ability to work on rotational shifts.