Duties and Responsibilities

1. Oversee all active community services made on behalf of the client and provision of regular updates.

2. Utilizing software, databases scripts, and tools during phone calls to avail resources and methods.

3. Working with other department supervisors and managers to support agents with high-volume calls, decreasing wait time during busy periods.

4. Monitoring individual performance and providing coaching and training opportunities to struggling or under performing team members.

5. Examining issues to determine importance and urgency, prioritizing requirements.

6. Improving call center operations by hiring productive, hardworking, and knowledgeable staff to add to the workforce.

7. Helped teams solve complex customer issues and complaints by providing guidance and support throughout calls.

8. Scheduling a continuing education workshop for call center agents to achieve additional certification, enhance skills and boost performance.

9. Preparing reports showing customer wait times and feedback to determine KPIs.

10. Observing team operations to verify employees work with maximum productivity, adhering to company best practices.

11. Dealing with complex customer issues in a timely, professional manner, demonstrating best practices to colleagues.

12. Maintaining excellent customer service by proactively answering virtual questions.

13. Establishing professional relationships with clients and call center team members to boost trust, rapport, and reliability.

14. Creating targets for sales, waiting time, and issues resolved to motivate the team in meeting goals.

15. The position holder supervises and supports the workers under him; and performs the annual objective setting and evaluations as per the Human resource manual and other internal SOPs.

16. Anticipate escalation and take over calls when needed.

17. Keep management informed on issues and problems.

Job Requirements

• Degree in marketing management or business administration or related filed with 3 year of experience. 

How To Apply

Apply using THIS LINK