Oversee daily call center operations, including managing agent schedules, break times, and shift rosters.
Lead, train, and mentor a team of call center agents to achieve and exceed performance targets.
Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and performance reviews.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
Prepare daily, weekly, and monthly reports on call center performance, KPIs, and areas for improvement.
Collaborate with other departments to enhance the customer experience and operational efficiency.