JOB DETAILS:

Key Responsibilities:

• • Lead, coach, and mentor call center agents to meet quality targets (calls, emails, chats).
  • Monitor calls for compliance (mystery calls, live listening, etc.) and provide real-time feedback.
  • Drive continuous improvement initiatives and process updates.
  • Conduct calibration sessions and corrective action tracking.
  • Train new hires and oversee cross-training programs.
  • Analyze reports to improve operations and customer satisfaction.
  • Assist with real-time queue monitoring and productivity management.

Requirements:

• Bachelor’s degree in any field.
• Prior supervisory experience in a call center preferred.
• Strong leadership, communication, and training skills.
• Proficiency in MS Office and report writing.
• High integrity, problem-solving ability, and customer focus.
• Self-motivated with a results-driven approach.