• 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.
• Foster a positive and motivating work environment, promoting teamwork, and recognizing and rewarding outstanding performance within the team.
• Organize regular team meetings and training workshops to address skill development needs and ensure compliance with updated policies and procedures.
• Manage complex customer issues and escalations, utilizing problem-solving skills to achieve favorable outcomes for all parties involved.
• Manage and support a team of call center representatives, ensuring they achieve their performance metrics and deliver exceptional customer experiences.
• 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

• Experience in conducting regular performance evaluations and providing constructive feedback to team members, supporting their professional development and growth.
• 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.
• Proficient in leveraging call center data and metrics to optimize processes and elevate customer satisfaction levels.
• Demonstrated capability in handling difficult customer interactions and resolving issues through effective problem-solving.
• Demonstrated ability to analyze call center trends and metrics, translating insights into actionable improvements for better outcomes.