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Call Center Assistant Manager

Al Agha
Dokki, Giza

Call Center Assistant Manager

Dokki, GizaPosted 1 month ago
132Applicants for2 open positions
  • 21Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

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Job Description

  • Support the call center manager to develop objectives for the call center department.
  • Follow the day-to-day operations related to own job to ensure continuity of work, Support by walking around. Be visible to answer questions.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Assist in the preparation of timely and accurate reports of Customer Excellence/Call Center Division/Department to meet the group requirements, policies and standards.
  • Perform the needed orientation and training programs for new hires and existing staff.
  • Motivate and encourage agents through positive communication and feedback.
  • Set regular meetings for the team (Weekly/Monthly. ETC), To review and following the performance.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Present to the Call Center Manager at the conclusion of each week a breakdown of the past week's monitoring and performance summary reports of the team.
  • Present to the Call Center Manager at during the weekend or holidays to provide the needed floor support.
  • Understand agent's mindset and support them to develop essential skills and communication.
  • Develop contests, awards and themes that increase agents' loyalty and focus.
  • Establish weekly/monthly meetings with other departments to guarantee development and consistency.
  • Evaluate performance with KPI's (accuracy, call-waiting time etc.).
  • Create and update the needed regular reports related to the number of inbound and outbound, and general performance.


 

Job Requirements

  • Bachelor’s Degree.
  • From 2 – 4 years of experience with at least 2 years of experience in similar position.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problem-solving ability.


 

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