Experience: Minimum 8 Years
Salary: No bar for deserving candidates (Salary Paid Every Two Weeks!)
Shift timing: US shifts
Experience: Relevant BPO experience (Minimum 8 Years)
Responsibilities and Duties: –
Hiring, training, coaching, and leading call center representatives as they provide support for
Answering representative’s questions, guiding them through difficult calls or issues, diffusing
angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are
receiving, educating and coach workers regarding processes and practices, and explain
expectations to employees.
Assisting other management team members in identifying trends and establishing call center
Ensuring staff members are achieving desired service levels and taking corrective action, as
Preparing reports and analyzing call center data to improve processes, ensure resources are
properly allocated, and maximize efficiency and customer satisfaction.
Taking on other tasks or projects to support employees, other managers, and call center
A bachelor degree or equivalent.
More education or experience in a related field may be preferred.
Ability to multitask and remain calm under pressure, especially during peak hours or intense
Exceptional interpersonal, customer service, problem-solving, verbal and written
communication, and conflict resolution skills
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with necessary technology, including computers, software applications, phone
systems, MS Excel etc.
Polite, professional phone voice.
Data Processing Skills
Critical Thinking and Problem Solving Skills
Planning and Organizing
Influencing and Leading
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