Job Description
Job Responsibilities:
- Train, mentor, and coach agents on skills, product knowledge, and procedures.
- Monitor calls and agent performance using metrics (abandonment rate, wait times).
- Handle complex customer issues and complaints (escalations).
- Motivate staff and manage schedules/staffing.
- Oversee daily call center workflow and ensure policy/procedure adherence.
- Identify training needs and implement workshops.
- Improve processes for efficiency and better customer experience.
- Take over calls when agents are overwhelmed.
Skills:
- 2+ years of experience
- Excel, outlook, MS word.
Education/Experience:
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