We are looking for a skilled Service Lead / Call Center Operations Manager who can lead our representatives to better perform and improve service quality.
He / She will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services & products, analyze call center data and focus on improving performance and processes to better support customers.
Hiring, training, coaching, and leading call center representatives as they provide support for customers
Answering representative s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
The profile will also include Business Development in getting business requirements from Clients
Bachelor s degree is a must
Minimum 5 years of relevant work experience. Should be at a Supervisor / Team Leader / Managerial level