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Job Description
- Monitor inbound and outbound calls
- Assist in the formulation of targets for individuals and teams
- Identify and implement improvements to the call center process
- Listen to calls and review transcripts
- Collaborating with other departments to improve the customer experience
- Work with other departments to ensure that customer service standards are met
- Monitor customer satisfaction surveys and feedback to identify areas for improvement
- Develop and deliver training to call center agents on customer service skills and procedures
- Provide clear insight into performance drivers and the levers which impact performance.
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Presenting findings to management and other stakeholders
- Prepare monthly/annual results and performance reports
Job Requirements
- Proven experience as call center supervisor or similar supervisory position
- Experience in customer service is essential
- Proficient in English
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Knowledge of performance evaluation procedures
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure
- Bachelor degree holder
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