• You will be tasked with monitoring call center operations, analyzing data, and providing feedback to agents to improve their performance and enhance overall team productivity.
• Monitor call center operations and analyze data to offer constructive feedback and improve agent performance and team efficiency.
• Organize regular team meetings and training workshops to address skill development needs and ensure compliance with updated policies and procedures.
• Work alongside other departments to develop and deploy initiatives that optimize call center efficiency and enhance customer satisfaction levels.
• Resolve escalated customer concerns and complaints in a timely manner, striving to exceed expectations and retain customer loyalty.
• Address and resolve challenging customer inquiries and issues, turning potential negative experiences into positive outcomes.
• Direct and coach a team of call center employees, fostering a culture of excellence and ensuring customer satisfaction remains a top priority.

Skills

• Proficient in using call center software and technology to monitor team performance, track call metrics, and generate insightful reports for management review.
• Strong problem-solving acumen, adept at resolving complex customer inquiries and managing escalated issues with tact and empathy.
• Skilled in using call center software and technology to track team performance and create comprehensive reports for management review.
• Proficient at time management and multitasking, enabling efficient call center operations and the attainment of performance objectives.
• Adept at utilizing call center software and technology to track metrics and provide data-driven reports for management assessment.
• e. Demonstrated expertise in team leadership and communication, fostering a productive and motivated call center workforce.
• Exceptional at navigating call center software and technology to analyze team performance and deliver valuable reports to management.