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Job Description
- Be in charge of running and managing the call center daily
- Schedule and organize shift patterns for team members
- Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
- Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
- Conduct regular review of all call center agents performance and organize training sessions for underperformers
- Facilitate and organize training session for all agents and participate in recruitment of new call center agents
Job Requirements
- Excellent English
- Ability to work under stress
- High coaching and monitoring skills
- Good Leadership skills
- Problem Solving Skills
- Presentation Skills
- Very Good Analytical Skills
- Very Good knowledge of Microsoft office
- Experience in customer service
