General Purpose
Manage a team of call center agents, be available to affect the entirety of the team’s operations, manage by walking around, be visible to answer questions, take calls that your agents can’t handle and be available when an agent appears to need assistance.
Motivate and encourage agents through positive communication and feedback
Main Job Tasks and Responsibilities
Introduce new staff members.
Communicate company information.
Answer questions and comments.
Spend 20 to 30 minutes reviewing the agent’s performance with the agent. Use a formal monitoring checklist at least one monitoring evaluation with each agent every two weeks.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Ensure administrative bookkeeping is accurate.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
Divide the team into three groups (top, middle and bottom)
Interview and recruit new staff and schedule existing staff to meet service level objectives.
Develop schedules with agents each month to ensure call center objectives are covered.
Schedule residual training, departmental meetings, sales training, and computer training.
Truly understand what your call center agents are facing.
Work with management on refining and scheduling appropriate training sessions.
Develop contests, awards and themes that increase agents’ loyalty and focus.
Establish monthly meetings with other departments to review call center operations.
Job Details
| Posted Date: | 2019-11-06 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Internet/E-commerce |
| Monthly Salary: | US $1,500 |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Female |
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