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Job Description:
· Be in charge of running and managing the call center daily
· Set targets for all other call center agents to meet up with
· Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
· Understand all organization ’ s products, services, procedures and guidelines and communicate same to all team members
· Prepare forecasts and budgets for the call center
· Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
· Facilitate and organize training session for all agents and participate in recruitment of new call center agents
· Conduct regular review of all call center agents performance and organize training sessions for under performers
· Submit regular reports to management and seek new ideas and strategies to improve performance at the center
· Keep up with trends and happenings in the industry and ensuring adherence to industry standards
· Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
· Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
About Company: