Call Center Team Leader
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الوصف الوظيفي · Ensure that the employees follow their schedules properly as designed. · Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer) · Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I;, SC, GC is efficient. · Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. · Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels. · Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims. · Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard) · Track and ensure that all escalated cases are monitored and resolved promptly. · Ensure that all job cards are properly created with all necessary information. · Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls. · Monitor new agents call performance and take corrective action when necessary. · Oversee complaint ticket creation and ensure proper adherence to guidelines المهارات · Ability to speak Arabic and English is preferred · Strong communication skills and positive attitude. . Managerial skills. تفاصيل الوظيفة https://www.bayt.com/ar/kuwait/jobs/call-center-team-leader-4189174/ |
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