Supervise and lead the daily operations of the call center team to ensure efficiency and high-quality customer service.
Monitor inbound and outbound calls to ensure compliance with company standards and performance targets.
Train, coach, and motivate call center agents to achieve KPIs and improve customer satisfaction.
Handle escalated calls and resolve customer complaints in a professional manner.
Prepare performance reports, analyze results, and implement strategies for process improvement.
Schedule shifts and manage workforce planning to ensure adequate coverage.
Ensure the team adheres to policies, procedures, and quality standards.
Collaborate with management to identify training needs and organize development programs.
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