Job Description
Oversee call center staff and are responsible for assigning tasks, motivating and disciplining employees and assessing performance.
Responsibilities
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes).
- Drives continuous improvement through trend reporting analysis and metrics management
- Offers new ideas and suggestions for improvement.
- Identifies and implements new practices and...