Description
Supervise and manage a team of call center agents and online sales.
- Monitor and evaluate agent performance, providing feedback and coaching as needed.
- arabic native negotiator
- reporting (CC KPI, sales, retention)
- Handle escalated customer issues and complaints.
- Analyze call center data to identify trends and areas for improvement.
- Develop and implement strategies to improve customer satisfaction and agent performance.
- Conduct regular team meetings to communicate updates and address any concerns.
- Ensure that all agents are meeting performance metrics and targets.
- Provide ongoing training and support to agents to enhance their skills.
- Collaborate with other departments to resolve customer issues and improve processes.
- Maintain a positive and motivating work environment for the team.
- Prepare and present performance reports to management.
- Assist in the recruitment and onboarding of new call center agents.
- Ensure compliance with company policies and procedures.
- Manage scheduling and attendance for the team.
- Implement and monitor quality assurance programs.
- Stay updated on industry trends and best practices.
- Address any technical issues that may arise in the call center.
- Foster a culture of continuous improvement within the team.
- Ensure that all customer interactions are handled professionally and efficiently.
- Support agents in achieving their individual and team goals.
Experience:
- managing call center: 3 years (required)
Language:
- native arabic (required)