سرپرست ارشد مرکز تماس

Job Description

A senior call center cupervisor serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. Responsibilities: ● Interview, hire, train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. ● Ensure agents understand and comply with all call center objectives, performance standards, and policies. ● Identify operational issues and suggest possible improvements. ● Prepare reports and analyze data to assist management as they determine call center goals. ● Work with supervisors and management team members to support agents and maximize customer satisfaction. ● Ensure adherence to policies for attendance and established procedures. ● Meet monthly contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics. ● Take care of service level and promise to achieve defined KPIs. ● Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.