Posted Mar 15, 2024 243 views
As an Assistant Manager in our call center operations, you will work closely with the Call Center Manager to oversee the day-to-day functioning of our call center. You will be responsible for supervising a team of customer service representatives, ensuring that performance targets are met, and maintaining a high level of customer satisfaction. Additionally, you will assist in implementing strategies to optimize efficiency, resolve escalated customer issues, and foster a positive work environment.
Key Responsibilities:
Team Supervision: Provide leadership and guidance to a team of customer service representatives, including training, coaching, and performance management.
Performance Management: Monitor key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction scores to ensure targets are met or exceeded.
Quality Assurance: Conduct regular evaluations of calls and provide feedback to representatives to ensure adherence to company policies and standards.
Escalation Handling: Address escalated customer issues in a timely and professional manner, resolving issues to the satisfaction of the customer and the company.
Process Improvement: Collaborate with the Call Center Manager to identify areas for process improvement and implement solutions to enhance operational efficiency.
Reporting: Generate reports on call center performance metrics and present findings to management, offering insights and recommendations for improvement.
Training and Development: Assist in the development and delivery of training programs for new hires and ongoing skill enhancement for existing team members.
Team Motivation: Foster a positive and inclusive work environment that encourages teamwork, creativity, and professional growth.
Compliance: Ensure compliance with all relevant regulations and company policies, including data protection and privacy standards.
Job Details
Smart Brains Technologies (Pvt) Ltd
BPO Company, Offering Call center Services.
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