ROLE DESCRIPTION

• Organizes and directs the day-to-day activities related to the operation of the Call Center.
• Responsible for managing, training & guiding call center agents in performing their duties.
• Provides support, reports & resolves problems and complaints.
• Monitors agents & contact center performance and analyzes reports.
• Helps developing schedules to ensure adequate staffing levels.

KEY RESPONSIBILITIES

• Supervises, plans and manages functions related to Call Center work area.
• Oversees and directs the day-to-day activities of telephone operators and call center agents.
• Answering agent questions regarding best practices or difficult calls.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
• Attends, follows up & resolves customer complaints. Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
• Prepares and directs scheduling, monitors operators’ attendance, schedules shifts & breaks as necessary
• Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of equipment, ordering materials and supplies, etc
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies

COMPETENCIES AND KEY REQUIREMENTS

• Excellent communication, leadership and interpersonal skills.
• Excellent command of English
• Good knowledge of commonly used word processing, spreadsheet, and database software packages
• Excellent customer service and problem resolution skill
• Ability to effectively and professionally communicate with persons Of all background.
• Experience in and the ability to efficiently manage multiple telephone lines.

MINIMUM EDUCATION AND WORK EXPERIENCE

• Bachelor’s degree in Business Administration or related field
• Five years customer service experience with at least three years experience leading teams (Call Center environment preferred).