Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.
Conducting team meetings, pre/post/mid shifts, BPS.
Create future prospects for company.
To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.
To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre.
Deliver the required volume of effective coaching.
Attrition, Shrinkage, Roaster management.
Candidate should have excellent communication and interpersonal skills.
Should have worked on Dialer ( Any dialer )
Roster managment , Shrinkage, Attritiom , Performance Reports.