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- 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.
Job Details
Industry:
Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Gender:
Male
Minimum Education:
Bachelors
Degree Title:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Jul 29, 2021
Posting Date:
Jun 28, 2021
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