Duties & Responsibilities

l\[ Hiring, training, coaching, and leading call center representatives as they provide support for customers.

l\[ Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

l\[ Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

l\[ Assisting other management team members in identifying trends and establishing call center goals.

l\[ Ensuring staff members are achieving desired service levels and telesales.

l\[ Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

l\[ Taking on other tasks or projects to support employees, other managers, and call center operations.

l\[ Developing objectives for the call center’s day-to-day activities.

l\[ Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

l\[ Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

Job Details

Preferred Candidate