Salwa Brown

Contact Center ManagerFull Time

• Job Details:• Managing, supervising, and coordinating the activities of call center professionals in providing Technical support services. • Liaising with supervisors, clients, and operatives to collect the information and resolving issues. • Planning and supervising changes and managing the daily operations of call center. • Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance. • Setting up and meeting performance goals and targets for speed, efficiency, and quality. • Maintaining current knowledge of industry new developments, productions, and involvement in network communication. • Recording statistics, performance levels and user rates of the call center and preparing the reports. • Planning and developing employee recruitment, including posting vacancies and liaising with other departments for proceedings. • Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes. • Forecasting and analyzing information against budget statistics on a weekly and monthly basis. • Reviewing the staff’s performance, determining training needs and sessions. • Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. • Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes. • Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. • Promoting a culture that encourages and ensures the staff satisfaction. • Organizing and attending meetings with management and clients.

Credit and Funding SupervisorFull Time