Develop objectives for the call center’s day-to-day activities
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Ensuring call center representatives understand and comply with all call center objectives/performance standards and policies in addition to provide support/guide regarding answering questions, call center best practices and solving/handling difficult calls/situations.
Identifying operational issues and suggesting/implementing possible improvements.
Preparing reports and analyzing data to assist management as they determine call center goals in addition working cooperatively with other supervisors and management team members to support call center representatives and maximize customer satisfaction.
Circulating periodically every day to listen to conversations and provide instructions regarding the performance plus being available at all times for call center representatives’ questions and concerns.
Running regular staff meetings with the call center team and keeping up with industry news.
Making sure agents participate in continuing education to maintain any required certifications or advanced training.
Handle hard calls in order to keep and exceed the client's satisfaction.
More than 2 years
Experience in Telesales
2 or more years of managing/supervisory experience or equivalent in Telesales environment
Knowledge and proficiency in Microsoft Office
Fluency in English is a MUST
Ability to work independently with little instruction and can adapt to change