Manage, motivate and develop a team of CC agents. Monitor Agents' (KPIs, schedule, sand all related issues reporting them to the concerned departments ,review the agents’ targets, KPIs and driving their performance towards success. Conduct monthly , quarterly and annual reviews implementing new ways of working if required to enhance performance. Work with the management team, taking responsibility of compiling report clearly demonstrating performance against targets Providing call center Supervisor with daily , Weekly and monthly feedback on agents’ performance and related actions. Participate in the employees' selection once needed through second interviews, events and open days providing a feedback to Recruitment team. Effectively communicate to the Clients the needed reports and analysis. Adhering to the business standards keeping the team's performance leading the requested figures.
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