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Job Description
- Supervises/manages activities and performance of the Call Center.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Ensures the Call Center KPI’s are met (daily/weekly/monthly).
- 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.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Carries out annual performance assessment of team members Call Center.
- Solve tricky escalations and crisis management situations
- Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance with the plan.
Job Requirements
- Bachelor's degree from any university is a must.
- Excellent command of the English language.
- Minimum 2 years of experience as a team leader is a must (Telecommunication Industry background is preferred).
