Job Description
Job Purpose: Manage and control call centre for smooth operations and availability at all times.
Key responsibilities:
· Manages daily operations of the call centre Monitors & service desk ( tool for logging issues) to register all issues reported at call center.
· Performs variety of tasks to ensure the Call Center process flows are working efficiently and accurately.
· Directs call center operations as a liaison between clients and call center agents.
· Administers performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
· Reviews call center statistics to measure staff performance and the need for improvement, and develop KPIs and reports accordingly.
· Monitors interaction between staff and callers to ensure quality assurance standards.
· Performs quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
· Ensures training of customer service representatives by providing proper phone etiquette
· Ensure proper resolution of issues with a focus on accuracy, efficiency, and
Escalates complaints to the higher level if needed, and maintains log of such issues.
Job Purpose: Manage and control call centre for smooth operations and availability at all times.
Key responsibilities:
· Manages daily operations of the call centre Monitors & service desk ( tool for logging issues) to register all issues reported at call center.
· Performs variety of tasks to ensure the Call Center process flows are working efficiently and accurately.
· Directs call center operations as a liaison between clients and call center agents.
· Administers performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
· Reviews call center statistics to measure staff performance and the need for improvement, and develop KPIs and reports accordingly.
· Monitors interaction between staff and callers to ensure quality assurance standards.
· Performs quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
· Ensures training of customer service representatives by providing proper phone etiquette
· Ensure proper resolution of issues with a focus on accuracy, efficiency, and
Escalates complaints to the higher level if needed, and maintains log of such issues.
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