• As a point of escalation, you will handle complex customer inquiries, complaints, and issues, ensuring they are resolved efficiently and to the satisfaction of customers.
• 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.
• Facilitate team meetings and training sessions to enhance skills and knowledge, ensuring the team remains up-to-date with the latest protocols and guidelines.
• Resolve escalated customer concerns and complaints in a timely manner, striving to exceed expectations and retain customer loyalty.
• Lead team huddles and training sessions to promote continuous learning and equip the team with the necessary tools for success.
• Arrange team gatherings and skill-building workshops to foster a learning culture and maintain awareness of evolving protocols and practices.

Skills

• Proven ability to analyze call center metrics and trends to identify areas for improvement and implement strategies that enhance efficiency and customer satisfaction.
• Excellent time management and multitasking skills, ensuring seamless call center operations and achievement of performance targets.
• Experienced in delivering performance evaluations and constructive feedback to foster the professional development of team members.
• Skillful in conducting regular performance assessments, offering valuable feedback to drive the continuous improvement of call center agents.
• Adept at utilizing call center software and technology to track metrics and provide data-driven reports for management assessment.
• Adept at utilizing call center analytics to identify areas of improvement and implementing effective strategies to boost performance.
• Exceptional problem-solving aptitude, ensuring positive outcomes in handling escalated customer situations.