Call Center Section Head / Supervisor

Company: Confidential –

WebSite: Cairo, Egypt

Job Description:**Option:**

Oversee and direct the daily functions of the call center unit to guarantee the effective and efficient provision of services. Monitor team member performance, establish definitive objectives, and furnish consistent feedback and coaching to personnel. Develop and implement call center policies, procedures, and best practices to optimize operational workflow and customer satisfaction. Analyze call center metrics and generate reports to discern trends, areas necessitating enhancement, and training requirements. Address escalated customer inquiries and grievances, ensuring expeditious and satisfactory resolutions. Coordinate with interdepartmental stakeholders to streamline communications and augment service delivery. Conduct periodic team meetings to disseminate updates, exchange best practices, and cultivate a positive professional milieu. Ensure adherence to organizational standards, regulatory mandates, and quality assurance protocols. Participate in the recruitment, onboarding, and training processes for new call center employees. Spearhead continuous improvement initiatives to bolster call center efficiency and customer experience.

Skills: