• 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.
• Conduct regular team meetings and training sessions to address skill gaps and keep the team well-informed about new policies and procedures.
• Cultivate a positive team culture that fosters collaboration, teamwork, and a shared commitment to excellence.
• Manage complex customer issues and escalations, utilizing problem-solving skills to achieve favorable outcomes for all parties involved.
• Host frequent team gatherings and training workshops to bridge skill gaps and keep the team informed about any policy changes or process updates.
• Provide leadership and direction to a team of customer service agents, ensuring they consistently meet their performance benchmarks and deliver outstanding service.
• Arrange team gatherings and skill-building workshops to foster a learning culture and maintain awareness of evolving protocols and practices.

Skills

• Experience in conducting regular performance evaluations and providing constructive feedback to team members, supporting their professional development and growth.
• Well-versed in conducting performance evaluations and providing constructive feedback to support the growth of call center agents.
• Excellent problem-solving skills, enabling the handling of challenging customer inquiries and escalations with a customer-centric approach.
• Skilled at interpreting call center metrics, implementing data-driven solutions to enhance operations and customer interactions.
• Skilled in juggling multiple tasks and managing time efficiently to optimize call center operations and achieve performance targets.
• Demonstrated capability in handling difficult customer interactions and resolving issues through effective problem-solving.
• Exceptional at guiding and motivating call center agents, utilizing strong leadership and communication capabilities.