Call Center In-charge

Job Description

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices, and explaining expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Authorizing replacements or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Job Requirements

• Proven 2 years of experience in a call center or customer service management role.
• Strong leadership and team management skills.
• Bachelor Degree in a related field can apply
• Excellent communication and interpersonal skills.
• Decisiveness and attention to detail.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.

Special Information

• For further information, send your resume to cv@froxjob.com or do call at 9801048456