Job Description
● Hiring, training, coaching, and leading call center representatives as they provide support for customers.
● Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
● Leading complaints structures, call traffics, and daily KPIs.
● Setting and asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explaining expectations to employees.
● Assisting other management team members in identifying trends and establishing call center goals and KPIs.
● Ensuring staff members achieve desired service levels and take corrective action, as needed.
● Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
● Authorizing replacements or refunds.
● Taking on other tasks or projects to support employees, and call center operations.