Job Description
• Manage a team of call center agents • Be available to affect the entirety of the team’s operations • Monitor queue and track inbound calls. Keep agents aware of inbound calls, call waiting and abandonment rate • Hiring, training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products • Identifying operational issues and suggesting possible improvements • Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action, if necessary. • Preparing reports and analyzing data to assist management as they determine call center goals • Working with other supervisors and management team members to support agents and maximize customer satisfaction
Requirements
• Working knowledge of Microsoft office and general office equipment • Good command of English knowledge • Minimum 5 years of call center experience in e-commerce and 3 years of supervisory experience • Problem solving skills and ability to multi-task • Excellent leadership and communication skills • Leadership skills and ability to motivate and develop staff • Analytical, creative, efficient and thorough • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Employment Type
- Full Time
Seniority
Details
Employment type
- Full Time
Educations
Seniority
