Job Details
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Job Description
- Strategizing and monitoring daily activities of call center operation.
- Overseeing and assessing call center staff activities, and providing them with regular performance-related feedback.
- Training staff in areas of customer service and company policies.
- Investigating and solving call center complaints.
- Assisting with development and implementation of service policies, and explaining these to staff and customers.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Maintaining documentation pertaining to customer service department activities.
Job Requirements
- Analytical skills and proficient computer skills
- Customer support experience and standard office practices and procedures
- English language proficiency
- Strong people skills
- Excellent phone etiquette
- Available to work shifts and different times during the day
