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职位介绍

  • Manage a team of call center agents.
  • Manage by walking around. Be visible to answer questions.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Take calls that your agents can’t handle and be available when an agent appears to need assistance.
  • Anticipate escalation and take over calls when needed.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Keep track of attendance, daily statistics, paid time off, sick time, etc.
  • Perform at least one monitoring evaluation with each agent every two weeks.
  • Analyzes data/ reports and provides recommendations to improve business performance.
  • Constantly work on improving the main KPIs like Productivity / AHT / Quality.
  • Analyze daily / weekly reports – MIS.
  • Ensures departmental standards for Quality, Variability and Efficiency are met or exceeded.
  • Tracks and minimizes variance observed in the calibration results.

工作详细内容

全部职位:
1 发布
工作时间:
早班
工作类型:
工作地址:
性别:
男性
最低学历:
学士
学位头衔:
Bachelors
职位等级:
资深专业人员
电话预约已成功,我们的专家会在短时间内与你联系:
2年
在之前申请:
Jul 29, 2021
发布日期:
Jun 28, 2021
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· 301-600 员工 - 卡拉奇

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