The CCA must manage the following KPIs: FC engagement/Accuracy, QoS/EQ/SL, AHT, Shrinkage, Margin… and makes sure that all the real time adjustments, actions and analysis are done accurately and on time. By having a good knowledge of the account specific KPIs, the contract, the bonus/malus and the daily challenges. The CCA must ensure that the operations are running daily like a well-oiled machine.
Proven working experience in call center for at least 2 years.Ability to work independently combined with excellent interpersonal skillsStrong sales, negotiation and communication skillsPleasant and trustworthyMS Office familiarityGerman C1 Fluency