An Exciting Opportunity for ...
• Support to reach targets for individuals and teams
• Take calls that your agents can't handle and be available when an agent appears to need assistance.
• Support and answered all the questions from agents’ requirements
• Anticipate escalation to related department
• Needs to Take over calls when needed
• Keep staff motivated. Motivate and encourage agents through positive communication and feedback
• Measure team performance with key metrics such as call abandonment٫ calls waiting٫ queue and track inbound calls, etc.
• Ensure adherence to policies for attendance٫ established procedures etc.
• Keep management well-informed about issues and problems
• Prepare monthly performance reports
• Manage by walking around.
• Monitor queue and track inbound calls. ...
• Motivate and encourage agents through positive communication and feedback
• Provide training