Responsible for managing a midsize group of call center representative team.
Supervise, train and guide the call center team to complete the daily operation activities to solve problems and complaints.
Monitor and evaluation the call center performance and generate relevant reports.
Develop and maintain work schedule to control staffing level to achieve optimal performance.
Responsible ensuring the implementation of applicable quality control standards, customer satisfaction guidelines and customer experience operation best practice principles while in compliance with the organization policies and procedures.
Maintain problems and complaints escalation matrix and coordinate with concerned parties to ensure escalated matters are taken care of.
Responsible for performance evaluation of call center team members and conducting coaching, training and development sessions to improve the team members performance.
