Call Center Agent / Team Leader (Female)

1.00 to 10.00 Years As Salimiyah, Kuwait 06 Oct, 2021

In charge of running and managing the call center daily
Set targets for the call center agents to meet up with the department goals
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended
Understand all organization?s products, services, procedures, and guidelines and communicate same to all team members
Prepare forecasts and targets for the call center
Monitor all calls to ensure that due procedures and quality standards strictly adhere
Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents
Recommend and purchase gadgets to enhance job performance at the call center
Conduct regular review of all call center agents performance and organize training sessions for underperformers
Submit regular reports to management and seek new ideas and strategies to improve performance at the center
Keep up with trends and happenings in the industry and ensuring adherence to industry standards
Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

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