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Job Description
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Job Requirements
- Call center, customer service, or supervisory previous experience
- Proficiency with technology, especially computers, software applications, and phone systems.
- Excellent verbal and written communication skills.
- Excellent problem solving, leadership, and customer service skills Analytical, efficient, and thorough.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Strong understanding of company products, policies, and services.
