Job Description

Responsibilities:- Supervise daily operations of the call centre team.- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets- Train, monitor, and motivate call centre agents to implement efficient sales, service, and contact centre processes for the highest performance levels.- Monitor and evaluate call quality, providing feedback and coaching to representatives to improve performance- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction- Analyse and report on key performance indicators (KPIs) such as call volume, abandon rate, and customer satisfaction- Collaborate with other teams to resolve customer issues and improve overall customer experience- Develop and implement training programs to improve representative skills and knowledge- Conduct performance evaluations, provide coaching, and implement corrective actions as needed- Oversee all non-sales functions including call quality control, call routing, IVR, and technical support issues.- Handle escalated customer inquiries and complaints.Requirements and Skills:- Associate\'s degree in Business Administration, Communications, or a related field- At least 2 years of experience in a call center environment, with a proven track record of achieving performance targets- Excellent leadership, communication, and interpersonal skills- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions- Experience with call center software, technology, and systems, such as ACD, IVR, and CRM- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences- Ability to work varying shifts, including evenings, weekends, and holidays as required (ref:updazz.com)

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