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Job Description
- Manage and coach a team of call center representatives to maintain high customer service standards.
- Develop objectives for the call center’s day-to-day activities.
- Collect and analyze call-center statistics.
- Monitor and improve telephone handling, requests and other procedures
- Evaluate performance with key metrics; accuracy, call-waiting time etc.
- Prepare reports for different departments and the top management.
Job Requirements
- Bachelor degree in any field.
- 3- 6 years of proven experience in a call center or customer support.
- Previous experience in a leadership role.
- Very Strong phone and verbal communication skills
- Very good written and spoken English
- Leadership and coaching skills.
- Active listening and patience
- Familiarity with CRM systems and practices
