Description of job position
- Overseeing daily operations of the call center to ensure efficiency and effectiveness in service delivery.
- Supervising and training call center agents to enhance their performance and customer service skills.
- Monitoring call metrics and performance indicators to identify areas for improvement.
- Handling escalated customer inquiries and resolving complex issues in a timely manner.
- Developing and implementing policies and procedures to improve service quality and operational efficiency.
- Conducting regular performance evaluations and providing constructive feedback to team members.
- Ensuring compliance with company policies and industry regulations.
- Collaborating with other departments to address customer needs and improve service offerings.
- Preparing reports on call center performance, customer feedback, and team productivity.
- Fostering a positive work environment that encourages teamwork and employee engagement.
- Assisting in the recruitment and onboarding process of new call center staff.
- Staying informed about industry trends and best practices to enhance service delivery.
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