Call Center Manager

• Hiring , training and preparing call center representative to respond to customer questions and complaints and troubleshoot problems with services or products
• Ensuring agents understand and comply with all call center objectives , performance standards and policies
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvement
• Monitoring and evaluating agent performance, providing learning or coaching opportunities and taking corrective action. if necessary
• Leading team meetings, asking questions to better understand the calls representatives are receiving ,educating and coach workers regarding processes and practices and explain expectations in identifying trends and establishing call center goals
• Ensuring staff members are desired service levels and taking corrective action as needed
• Preparing reports and analyzing call center data to improve processes , ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Keep records of customer interactions or transactions , recording detail of inquiries, complaints or comments as well as actions
• Taking on other tasks or projects to support employees other managers and call center operations
• Working with other team members and management team members to support agents and maximize customer satisfaction
• Must understand different call center system and technology
• Must be able to draft workflow, customer complaint handling procedure, and give training
• Must be able to design call center KPI