Job Description

Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.

- Prepares call center performance reports by collecting and analyzing call agents- data.

- Evaluates individual performance reviews and overall team effectiveness with upper management.

- Helps call agents with challenging customer service issues.

- Monitors team performance and provide tools if necessary.

- Determines call center operational strategies by evaluating team results and objectives.

- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.

- Meets financial targets by estimating performance requirements and preparing annual budgets.

- Presents monthly and annual call center action plans and objectives.

- Excellent understanding of technology, software applications, and phone systems.

- Advanced customer focus and customer service skills

- Exceptional training and coaching skills to motivate employees

- Great verbal and written communication skills

- Ability to remain calm and in control of a situation

Education and Experience Requirements :

- High school diploma or equivalent

- Minimum 4 years- experience working in a call center