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Job Description
Job Description
- Plan and implement call center strategy
- Determine targets for call center
- Hire and onboard new call center employees
- Answer staff questions, provide guidance and feedback to team members
- Train new employees
- Ensure a friendly and motivating work environment
- Measure performance with KPIs such as call interruptions, calls waiting etc.
- Ensure adherence to company's policies and procedures
- Keep senior management informed about recurring issues or problems Prepare monthly, quarterly and annual reports
Job Requirements
- Over 4 years’ experience in a call center environment
- Fluent in English
- Very Good knowledge of MS Office
- Experience with performance evaluation procedures
- Customer-oriented and problem-solving mindset
- Outstanding communication, interpersonal and leadership skills
- Excellent organizational and time-management skills
