- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
Education: Bachelor’s degreeShift: Must be available for the full night shift (3:00 PM to 11:00 PM)Excellent verbal and written communication skillsStrong typing and multitasking skillsAbility to work well under pressure and in a team environmentPunctual, reliable, and detail-oriented