Description
Requirements
Enforce proper services protocols and standard operating procedures for all agents.
Ensure that all agents are performing very well.
Ensure compliance of for quality assurance
Enforce disciplinary actions for non-compliance of SOPs.
Identify challenges, formulate solution, and implement them in order to reach successful solution.
Respond to call centre issues with urgency and immediacy.
Handling personnel issues such as scheduling, attendance, and disciplinary actions when necessary.
Create and maintain performance reports to track progress and trends.
Provide feedback and recommendations for improving customer interaction.
Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
Identify areas of improvement and implement strategies to enhance team performance.
Key Skills and Abilities
Proven experience in call centre environment with a minimum of 3 years
Strong leadership and communication skills
Knowledge of customer service best practices.
Excellent problem solving and decision making abilities.