Job Description

Key Responsibilities: Team Leadership: Supervise and support call center executives, ensuring smooth daily operations and maintaining service quality. Performance Monitoring: Monitor individual and team performance metrics, ensuring KPIs such as call handling time, first-call resolution, and customer satisfaction are met. Coaching & Development: Provide training, guidance, and mentorship to the call center team, identifying areas for improvement and career growth. Customer Service Management: Handle escalated customer calls, ensuring timely and effective resolution of complex issues. Process Improvement: Identify opportunities to streamline call center processes, reduce call wait times, and improve overall customer experience. Reporting & Analysis: Prepare and present performance reports to management, analyzing trends and making data-driven recommendations for improvements. System & Process Management: Ensure that the team is properly utilizing call center software, CRM systems, and communication tools to optimize efficiency. Stakeholder Communication: Collaborate with other departments (e.g., sales, operations, IT) to ensure seamless operations and resolve any interdepartmental issues impacting the call center. Compliance & Standards: Ensure all call center activities comply with company policies, industry regulations, and customer service standards.