Manage a team of call center agents
Keep track of attendance, daily statistics, paid time off, sick time, ….etc
Administer training programs for new hires and existing staff
Ensure agreed customer service standards are consistently met by IC agents
Be available “any time” to affect the entirety of the team’s operations
Manage by walking around. Be visible to answer questions
Take calls that agents can’t handle and be available when an agent appears to need assistance
Consistently monitor staff levels and cooperate with management regarding any adjustments required
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, ……… etc
Follow-up the calls “which will provide to you from Admin. Assist.” With the agents to ensure that due procedures and quality standards are strictly adhered to.
Motivate and encourage agents through positive communication and feedback
Make sure that the IC agents are following the rules of IC, call procedures, data accuracy, and KPI’s
المهارات
Problem solving and analytical skills
Leadership and management skills
Administration and organization skills
Communication and interpersonal skills
Computer literacy skills – Microsoft Office / Windows environment
Basic report writing skills
تفاصيل الوظيفة
منطقة الوظيفة الكويت
قطاع الشركة الهندسة الكهربائية
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 2
منطقة الإقامة الكويت
الجنسية الكويت
Printable Page 
Report Advertisement