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Job Description
- Coach and motivate agents to achieve or exceed sales targets with a focus on quality and compliance.
- Supervise the daily activities of the team by reviewing and analyzing calls/reports, assessing areas of opportunity, managing work assignments and assuring agents are providing a positive consumer experience.
- Develop staff by providing one-on-one coaching, conducting role plays and team meetings. Partner to deliver training and other opportunities of professional development for agents.
- Coordinate department activities to ensure agents can sell with accuracy and efficiency.
- Arrange call center agents schedule based on day of week, sales promotions, other anticipated events.
- Monitors productivity of call center agents and generates reports.
- Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
- Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
- Provides communication and follow up to ensure representatives are fully informed of all new information related to services, procedures, customer needs and company related issues, changes or actions.
Job Requirements
- Bachelor’s degree in related field.
- Five years of experience.
- High leadership skills.
- Excellent English.
- Good knowledge of MS Office.
- Experience with performance evaluation procedures.
- Customer-oriented and problem-solver mindset.
- Outstanding communication, interpersonal and leadership skills.
- Excellent organizational and time-management skills
- Females only