A Big Opportunity for ...
- Responsible for overseeing daily operations of the call center team to ensure excellent customer service, quality performance and achievements of service levels. The role includes -
- Supervise, support, and motivate call center agents to achieve daily, weekly and monthly performance targets
- Conduct team meetings, daily briefings, and performance discussions
- Prepare shift rosters, schedule rotations, and ensure adequate staffing
- Monitor agents' call, emails and customer interactions using QA tools
- Provide constructive feedback aand one-on-one coaching sessions
- Handle escalated customer complaints professionally and provide resolutions
- Ensure customer satisfaction and maintain service quality standards
- Maintain attendance, productivity records, and disciplinary documentation