Job Details
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Job Description
- Hiring/training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with Parkville services or products.
- Ensuring call center representatives understand and comply with all call center objectives/performance standards and policies in addition to provide support/guide regarding answering questions, call center best practices and solving/handling difficult calls/situations.
- Identifying operational issues and suggesting/implementing possible improvements.
- Monitoring/evaluating call center representatives’ 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 in addition working cooperatively with other supervisors and management team members to support call center representatives and maximize customer satisfaction.
- Circulating periodically every day to listen to conversations and provide instructions regarding the performance plus being available at all times for call center representatives’ questions and concerns.
- Monitoring numbers of calls that call center representatives handle each hour to ensure each agent is taking the required number of calls and checking the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
- Running regular staff meetings with the call center team and keeping up with industry news.
- Training call center team on new computer or telephone equipment as well as new products and services offered by Parkville in addition communicating any company policy and procedure changes to call center representatives.
- Making sure agents participate in continuing education to maintain any required certifications or advanced training.
Job Requirements
Education
- Bachelor’s Degree from Reputable University. (Especially in Management / Business is Preferred).
Experience
- From 6 up to 8 years of related Job Function / Industry / Experience.
- 1-2 years' Demonstrable Customer Service and Supervisory Experience / Exposure.
