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Job Description
- Ensure Customers inquiries are answered promptly.
- Assist and support the call center Supervisors in handling customer traffic.
- Manage and monitor all activities of a call center on a daily basis.
- Mentor, guide, and assist the call center Supervisors to achieve set objectives and targets.
- Schedule and monitor all call center activities.
- Handle training issues of call center personnel.
- Ensure compliance with established procedures and regulations.
- Manage, upgrade and update customer databases.
- Manage financial activities of a call center within the budget limits.
- Review results with management and identifies training needs.
- Evaluate the team leaders according to their performance with their teams.
Job Requirements
- Analytical skills to interpret data and trends.
- the ability to set, meet and exceed targets.
- Excellent in Problem Solver and in motivating the employees.
- Excellent with CRM systems and practices.
- Excellent with ERP and practices.
- ability to work under pressure, manage your time effectively and work on your own initiative
- Certified Customer Operations Performance Center (COPC). (Preferred).
