Responsible for the day-to-day function of the customer service process.
Provide support to call center supervisors and administer everyday business of call center.
Monitor call center operations and ensure high quality of services.
Generating innovative ideas that are cost-effective ensuring profitability to the company.
Assist supervisors and develop various metrics for productivity and prepare necessary reports.
Drive sales though team leads
Work with team supervisors and identify call volume trends and maximize ways to improve quality and quantity.
Maintain knowledge on various best industry practices and develop associated strategies.
Analyze processes and recommended new technologies for incorporation in system.
Managing the end to end process of customer service.
Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.