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Job Description
- Support agents with difficult calls.
- Monitor agent activity and report variances to administrator.
- Provide coverage in agent scheduling gaps.
- Foster a team environment.
- Ensure that orientation and training standards are continued.
- 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
Job Requirements
- 1 year of experience in the same position
- Excellent command of English
- Efficient when using MS office
- Bachelor's Degree
- Strong communication and problem solving skills
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