Responsibilities:

• Process/Functional Skills: 
• Team Leadership: Lead, motivate, and supervise a team of call center agents to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
• Performance Management: Monitor and evaluate the performance of call center agents, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
• Call Monitoring: Review and assess call interactions to ensure that agents maintain a high level of professionalism, customer service, and compliance with company standards.
• Scheduling: Create and manage agent schedules to ensure proper coverage during peak call hours and adherence to break schedules.
• Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of call center agents. Conduct onboarding for new hires.
• Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
• Data Analysis: Collect and analyze call center data, including call volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
• Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
  Documentation and Reporting: Maintain accurate records, reports, and documentation of call center activities, including performance metrics and agent evaluations.
• Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up-to-date with relevant laws and regulations.

Behavioral Skills: 

• Communication: Excellent written and verbal communication  
• Leadership: ability to coordinate, motivate and provide guidance to the teams. 
• Risk Management: The ability to analyze, prioritize, and minimize the amount of risk an initiative, program, or project may cause. 
• Analytical problem solving: The ability to identify and address potential issues, keep up with technology, and improve software quality. 
• Time management: The ability to prioritize tasks and meet delivery deadlines. 

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