Roles & Responsibilities:

• Manage a team of call center agents.
• Be available to affect the entirety of the team’s operations
• Take calls that your agents can’t handle and be available when an agent appears to need assistance
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Meet at least once each week with your team. At a minimum, review the following topics
• Review the past week’s events, results, etc.
• Present commendations and awards.
• Spend 20 to 30 minutes reviewing the agent’s performance with the agent. Use a formal monitoring checklist.
• Truly understand what your call center agents are facing.
• Administer training programs for new hires and existing staff
• Develop training documents that support call center operations.

Skills:-

• Excellent communication skills in English, Hindi, Gujarati.
• A strong customer focus and a good telephone manner;
• Familiar with M.S. Office ( Word, Excel)