Call Center-Team Leader (Outbound)

5.00 to 10.00 Years Al Kuwait, Kuwait 26 Oct, 2019

Job Location	Al Kuwait, Kuwait
Education	Not Mentioned
Salary	Not Mentioned
Industry	Administration Support Services
Functional Area	Not Mentioned

Responsible to generate leads and maintain accuracy of lead classification
Listen and evaluate recorded or real-time calls handled by agents through system and always maintain optimum Service Level Agreement (SLA)
Oversight & monitor both inbound/outbound calls handled by agents and provide on the spot necessary coaching if gaps occur
Prepare KPI s for agents to control & perform their responsibilities efficiently
Ensure accuracy of information about products, promotions, services, procedure and system provided by agents to customers
Checklist should be maintained while evaluating calls and provide feedback to the agent
Provide necessary training to assigned agents if they require improvement in handling calls
Consolidate the reports and submit to Management on periodic basis to facilitate brainstorming sessions
Manage shift rotation of the assigned team
Answer escalated incoming calls and assist customers in their specific enquiries
Directs customer calls to the appropriate concerned person

Keyskills :
Customer Service Customer Support Call Center Callcenter

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