Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Assisting other management team members in identifying trends and establishing call center goals.Ensuring staff members are achieving 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.
Authorizing replacements or refunds.Taking on other tasks or projects to support employees, other managers, and call center operations.
Develop objectives and prepare KPI’s for the call center’s day-to-day activities.Conduct effective resource planning to maximize the productivity of resources (people, technology etc.
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).Hire, coach and provide training to personnel to maintain high customer service standards.
Monitor and improve ordering, telephone handling and other procedures.Evaluate performance with key metrics (accuracy, call-
waiting time etc.).Prepare reports for different departments or upper management.Take ownership of customers issues and follow problems through to resolution.
Develop service procedures, policies and standards.Keep accurate records and document customer service actions and discussions.
Analyze statistics and compile accurate reports.Keep ahead of industry’s developments and apply best practices to areas of improvement.
Control resources and utilize assets to achieve qualitative and quantitative targets.Maintain an orderly workflow according to priorities.
Improve customer service experience, create engaged customers and facilitate organic growth.