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Job Description
- Drive conversions from the leads generated through marketing programs.Leverage on existing processes and structure them for better customer experience.
- Create cross functional relationships to solve problems.
- Articulate and then prioritize developments needed for the success of the role.
- Monitor, maintain and improve call center specific KPIs.
- Ability to manage multiple projects and meet deadlines in an entrepreneurial work environment.
- Manage team performance and call volumes in order to reach targeted goals.
- Address customer needs and provide means to agents to pitch the product effectively to the customers.
- Generate daily call center performance reports.
- Monitor calls to observe call quality, technical accuracy and adherence
- Monitor the agent workforce timings to maximize total available time for customer.
- High speed execution. Pro-actively solve the problems.
Job Requirements
- At least 3 years of experience supervising in call center or related environment.
- proven experience in handling call center metrics, statistics and reporting.
- Proficient with Microsoft Word, Excel and Outlook.
- Ability to remain calm under pressure and in emergency situations.
- Excellent multi-tasking abilities.
- Experience providing coaching, conflict resolution and discipline.
- Provide leadership to ensure a professional environment and call experience.
- Able to work evenings, weekends and flexible hours.
- Proficiency in communication, planning, leadership, coordinating, and coaching.