Administrative and organizational tasks:
Supervising the team:
Follow -up to the performance of the employees of the Communication Center (female employees/employees)
Ensure the team's commitment to work hours and shift schedules
Distribution of tasks:
Organizing daily and weekly work schedules
Distribution of calls or cases as needed and pressure
Reports preparation:
- Raise periodic reports on performance, number of calls, calls, satisfaction/complaints cases
Data analysis to determine the improvement points
Call quality monitoring:
Listen to random calls to ensure the quality of service and policy adherence
Provide a constructive feedback for the team to improve performance
KPI performance indicators:
- For example: waiting time, the time of the call, the customer satisfaction, the rate of termination of requests
Solve problems and escalation:
Dealing with complex complaints or angry clients
- Exclusive cases according to the procedures followed
New employees training:
Explanation of policies, procedures and method of communication with customers
Performance development:
Organizing workshops or training courses to raise the team's efficiency
Development solutions proposal:
Submit proposals to improve the work environment or communication center tools
Follow updates:
Ensure that the team is familiar with updates on products, services or policies
