- Support the call center manager to develop objectives for the call center department.
- Follow the day-to-day operations related to own job to ensure continuity of work, Support by walking around. Be visible to answer questions.
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Assist in the preparation of timely and accurate reports of Customer Excellence/Call Center Division/Department to meet the group requirements, policies and standards.
- Perform the needed orientation and training programs for new hires and existing staff.
- Motivate and encourage agents through positive communication and feedback.
- Set regular meetings for the team (Weekly/Monthly. ETC), To review and following the performance.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Present to the Call Center Manager at the conclusion of each week a breakdown of the past week's monitoring and performance summary reports of the team.
- Present to the Call Center Manager at during the weekend or holidays to provide the needed floor support.
- Understand agent's mindset and support them to develop essential skills and communication.
- Develop contests, awards and themes that increase agents' loyalty and focus.
- Establish weekly/monthly meetings with other departments to guarantee development and consistency.
- Evaluate performance with KPI's (accuracy, call-waiting time etc.).
- Create and update the needed regular reports related to the number of inbound and outbound, and general performance.
Bachelor’s Degree.From 2 – 4 years of experience with at least 2 years of experience in similar position.Outstanding communication and interpersonal skills.Excellent organizational and leadership skills with a problem-solving ability.