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Call Center Supervisor
2 months ago
We are seeking a highly skilled and experienced Internal Operations Manager to join our team at Advanced Call Center Technologies, LLC. As a key member of our management team, you will be responsible for overseeing the daily operations of our call center, ensuring that our agents are equipped to provide exceptional customer service and meet our performance goals.
Key Responsibilities- Monitor and analyze agent productivity and performance data to identify areas for improvement and develop strategies to increase efficiency and productivity.
- Develop and implement training programs to enhance agent skills and knowledge, and provide coaching and feedback to ensure that agents are meeting performance expectations.
- Manage and maintain accurate records of agent attendance, performance, and productivity, and use this data to inform decision-making and drive business results.
- Collaborate with other members of the management team to develop and implement business strategies and initiatives that align with company goals and objectives.
- Ensure that all agents are aware of and comply with company policies and procedures, and that they are equipped to handle customer inquiries and issues in a professional and courteous manner.
- Previous experience in a call center management role, with a proven track record of success in leading high-performing teams and driving business results.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with agents, customers, and other stakeholders.
- Strong analytical and problem-solving skills, with the ability to collect and analyze data, identify trends and patterns, and develop effective solutions to complex problems.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines, and to adapt to changing circumstances and requirements.
- High school diploma or equivalent required; bachelor's degree in business, management, or a related field preferred.
