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Job Description
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Job Requirements
- Bachelor's degree.
- From 3 - 5 years of experience in call center outsourcing industry, with minimum 2 years of them on a supervision level .
- Understands call center supporting functions role (QC, WFM, Training, and recruitment)
- Familiar with COPC standards (CSP 5.2 or later)
- Males are more preferred because he may work late hours during seasons .
