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Job Description
- Assist in studying, evaluating, re-designing processes and service metrics, while monitoring and analyzing results; in order to implement constructive changes.
- Perform customer service surveys.
- Assist in establishing technical specifications, productivity, quality, and customer-service standards.
- Identify opportunities to add value beyond taking the call to relevant business units
- Ensure that all relevant communications, records and data are updated and recorded
- Ensure that the call center quality is monitoring calls to improve quality, minimize errors and track operative performance.
- Ensure advising the services available.
- Assist in designing work schedules and maintain appropriate staffing levels including shift patterns and the number of staffs required to meet demand.
- Review the performance of each agent at the departmental objective’s discussion appraisal
- Provide call center Agents with guidance in handling difficult or issues or problems so they can be resolved effectively and efficiently.
Job Requirements
- Education: Bachelor’s Degree
- Excellent knowledge of MS Office.
- Language Proficiency: Good written and Spoken English
- Ability to work with rotational shifts
- Leadership Personality.
- Critical thinking and problem-solving skills
- Proven experience as call center manager.
- Outstanding communication and interpersonal skills
- Problem-solving
- Customer -service oriented
