Description
Responsibilities
Coordinating Monthly payroll
Overseeing day to day operations of the call centre
Monitoring attendance and promptness
Troubleshooting technical glitches or mishaps.
Ensuring quiet hours and work etiquette is observed.
Escalating all issues to the directors
De-escalating conflicts in a timely manner.
General administrative/clerical tasks
Auxiliary tasks required.
Manages and oversees a team of call centre agents.
Motivates and supports agents through feedback and communication.
Measures KPI’s like inbound calls, call waiting, and call abandonment.
Assists with taking agents’ calls if they can’t handle the workload.
Improves quality of results by recommending changes.
Provides product/service information by answering questions and helping.
Assist onboarding new employees.
Prepares monthly and annual performance reports.
Creates targets and goals for improvement.
Office Set up.
Minimum Qualifications
BA or B.Sc.
At least minimum of 5 years of working in customer service, a supervisory role, or in a call centre is required.
Experience with coaching, training, and motivating employees is required.
Technical Competencies:
Tech savvy with knowledge of relevant computer programs and telephone equipment
Ability to remain calm and respectful under pressure.
Exceptional customer service expertise
Proficiency with the English language
Strong verbal and written communication skills
Organizational skills and attention to detail
Familiarity with quality assurance and data analysis software
Excellent negotiation and problem-solving skills
Behavioural Competencies:
Ability to work under pressure and multitask effectively.
Good Verbal communication & interpersonal Skills.
Attention to Detail.
Persuasive.
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