- Knowledge of workiz call system
- 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
Proven experience as call center supervisor or similar supervisory position,Experience in customer service is essential,Proficient in English; Good knowledge of additional languages will be a definite plus,Working knowledge of MS Office,Tech savvy with knowledge of telephone equipment and relevant computer programs,Knowledge of performance evaluation procedures,Outstanding communication and negotiation abilities,A results-oriented approach,Excellent organizational and leadership skills,Ability to work under pressure,High school diploma