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Job Description
- Supports agents’ in answering customers’ technical inquiries.
- Handles queues’ processing, booking exporting, etc… with accuracy to provide service on time.
- Manages and handles call center advisors administrative needs to guarantee
internal customer satisfaction. - Monitors team performance through observation & coaching to guarantee
optimum performance. - Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
(people, technology etc.) - Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- Previous experience in home appliances is preferable
- Minimum 7 years experience as a team leader in call center environment
- Thorough knowledge of MS Office applications
- Management skills
