Executive - Call centre

Job Summary

• Call Center Management : Supervise and lead call center operations to ensure efficiency and effectiveness
• Set and achieve performance targets, such as call response times, service levels, and customer satisfaction
• Staff Supervision : Manage call center staff, including call center agents and team leaders
• Provide guidance, training, and performance evaluations to ensure staff success
• Customer Service : Maintain a strong focus on delivering excellent customer service and resolving customer inquiries or issues
• Monitor calls and provide assistance to agents when necessary
• Quality Assurance : Implement and maintain quality control measures to ensure service quality and adherence to call center procedures
• Conduct call monitoring and evaluation of customer interactions
• Workforce Management : Plan and schedule staffing to meet call volume and service level requirements
• Manage staff schedules, breaks, and shift rotations to optimize efficiency
• Reporting and Analytics : Generate and analyze call center performance reports and key performance indicators (KPIs)
• Identify areas for improvement and implement corrective measures
• Training and Development : Provide ongoing training and development opportunities to call center staff
• Keep staff updated on product knowledge, customer service skills, and procedural changes
• Technology and Tools : Ensure that call center technology, including call routing, CRM systems, and telephony tools, is utilized effectively
• Troubleshoot technical issues and coordinate with IT support as needed
• Complaint Resolution : Handle escalated customer complaints and provide resolutions, ensuring customer satisfaction
• Maintain records of complaints and resolutions for analysis

Skills Required

Bpo, Customer Service, Customer Complaints, Branch Management, Customer Support