Position Overview
Job Summary:
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 managementOffers new ideas and suggestions for improvement.Identifies and implement...