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Job Description
- Monitor the target number phone calls monthly either side by side or remotely and appraise the accuracy of information according to the approved appraisal standards.
- Provide feedback to call center advisors to deliver the right information to customers professionally.
- Make monthly quizzes to refresh call center advisors’ knowledge and ensure consistency.
- Set the target numbers of calls that team leader will monitor and follow up in adhering the target.
- Audit on the calls that were monitored by team leaders to assess their appraisal and ensure consistency and reliability of the appraisal standards.
- Audit on the information database to ensure that all information is up to date.
- Conduct training sessions for new hired call center advisors to orient them with quality appraisal standards.
- Support in developing and updating call scripts for inbound projects.
- Assist in preparing and conducting verification tests for new comers
- Communicate with operations and concerned parties to review the performance and set the required action plan.
- Conduct calibration sessions with operations team and all the concerned parties quarterly.
- Develop monthly reports as needed.
Job Requirements
- B.Sc. degree.
- Experience from 6 Months to 1 year in Call Center industry