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Job Description
- Provide leadership, direction and real-time management to the Team in order to deliver service excellence.
- Create an environment where people are energized, engaged and enabled through high impact communication and coaching, resulting on team target
- Answering the agent’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the agents.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Solve tricky escalations and crisis management situations
- Develop the team and support individual progression and learning
- Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
- Support call center team by handling angry customers and respond to the transferred calls.
- Prepare the daily/weekly & monthly reports.
Job Requirements
- Bachelor degree.
- Ability to work under pressure
- Management skills
- Critical thinking and problem-solving skills
