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Job Description
●Assist in the formulation of targets for individuals and teams.
● 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, 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.
Job Requirements
- Proven experience as call center agent 1 year of Experience in at least
- 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
- Ability to work under pressure
- Grad Only
- Fluent in English.
