Call center supervisor

หน้าที่และความรับผิดชอบ

• Please see below: * Manages the call center\'s team of agents. * Circulates the room periodically every day to listen to conversations and provide instructions. * Remains available at all times for agents\' questions and concerns. * Handles calls from customers who wish to speak to a supervisor for whatever reason. * Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls. * Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time. * Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor. * Reviews all call reports. * Maintains call agent attendance records. * Trains new call center agents. * Meets with management to report the progress of the call agent team. * Provides helpful feedback and positive communication to motivate call agents. * Runs regular staff meetings with the call agent team. * Keeps up with industry news. * Trains call agents on new computer or telephone equipment as well as new products and services offered by the company. * Communicates any company policy and procedure changes to call agents. * Makes sure agents participate in continuing education to maintain any required certifications. * Maintains any certifications the company requires of supervisors through continuing education or advanced training. If you need more information please feel free to contact me by 087.502.7381 or 02.652.0775-6 Ext 102 krub. Please update your CV for me again krub.

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