Call Center Team leader
Everlast -
Heliopolis, CairoPosted 1 year ago267Applicants for1 open position
- 127Viewed
- 9In Consideration
- 1Not Selected
Job Details
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Job Description
- 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, call waiting, etc.
- Ensure adherence to policies for attendance, established procedures, etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
- Meet contract service key performance measures
- Evolve knowledge management tools, processes, and procedures to maintain an even distribution of knowledge of individual cases among the
- Receive calls when needed and assist the work team
- Set clear goals for the team
- Delegating tasks and setting deadlines.
- Team performance and teamwork reporting.
- training, and preparing call center representatives to respond to customer questions and complaints and troubleshooting problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent 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.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
Job Requirements
- Proven experience as a call center supervisor or similar supervisory position
- Medical Experience or background is preferred
- Experience in customer service is essential
- Proficient in English; Good knowledge of additional languages will be a definite plus
- 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
