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Job Description
- Provide coaching and assistance to call center agents on an ongoing basis
- Managing the daily running of the call center and applying call center strategies and operations
- Advising clients on products and services available
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Monitoring random calls to improve quality, minimize errors and track operative performance
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Handling the most complex customer complaints or inquiries (anticipate escalations and take over calls when needed)
- Oversee and ensure conflict resolution between associates and customers
- Prepare monthly/annual results and performance reports
- Conduct periodic surveys of customers and potential customers to ensure quality control
- Develop presentations and talks to motivate and educate call center agents
- Answer questions from staff and provide guidance and feedback
Job Requirements
- Bachelor’s Degree in Marketing, Business or Communications preferred
- 5+ years’ experience as call center supervisor
- Experience in customer service is essential
- Excellent communication, management, interpersonal and leadership skills required
- Ability to work overtime
- A strong customer focus and a good telephone manner
- The ability to work well in a team
- A desire to help others work towards targets and develop their skills
- Confidence and good business sense
- A focused and self-motivated approach to work
- Proficient in English ; Good knowledge of German will be a definite plus
