Call Center Team Leader
hace 2 semanas
Are you ready to make your next career move to join our team as a Call Center Team Leader ?
Do you have experience leading a team in a Call Center? Are you able to drive process changes that deliver improved customer satisfaction levels? Are you able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours?If you answered a resounding YES to these questions, then we have an amazing opportunity for you
As our Call center Team Leader who will be responsible for:
Oversee the workflow of the Customer Center to ensure agents have consistent support and guidance over their daily workload by providing training and feedback. Observe agents weekly to ensure call quality of agents Coordinate the team members balance the workload for breaks, lunches and meetings. Including looking at future days to ensure proper workload in each skill. Able to assist the agents in ensuring that calls are accurately logged and dispatched. Devise ways to optimize procedures and keep staff motivated Measure performance with key metrics such as call abandonment, calls waiting etc. Preparing reports and analyzing data to assist management as they determine future goals and strategies.What you will need to be successful?
Bachelor's degree in administration, Engineering or related At least 5 years working as a Call Center Supervisor Experience in Customer Satisfaction surveys and action plans Excellent communication, interpersonal, and customer service skills. Good knowledge of Excell (pivot tables) and SAP Knowledge of CRM software Knowledge of AVAYA or related Proficient in English Excellent organizational skills and attention to detail Excellent problem solving and leadership skills Analytical, efficient, and thorough.Come share your passion and energy to make a positive impact at KONE for our customers and your
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