activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence Actively manages... division efficiency and effectiveness Qualifications: Knowledge of Canadian Contact Centre Operation processes Knowledge...
different tools and systems involved in a Telecom Contact Centre environment Eg. IVR, Soft Phones, Cloud, recording tool, CRM... have worked as a Team Leader/Manager in a Verizon contact centre process - wireless customer care or technical support...
. And client requirements Identify areas for improvement and provide constructive feedback to agents. Monitor and document call... agents improve their skills and performance. Data Analysis: Analyze call center data to identify trends, patterns, and areas...
by leading and managing an outbound/inhouse call centre team of NPA Agents. Analyse and report on NPA results and feedback... and ensure the quality of follow up and feedback documented by the 2nd callers. On-board 1st call NPA Agents and ensure...
exceptional service delivery and driving the success of our call centre operations. What You'll Be Doing Provide day-to-day... role in a call centre or customer service environment Strong interpersonal and communication skills, with the...
feedback to agents. Monitor and document call quality metrics and maintain detailed records of evaluations. Compliance... accurate records. Proficiency in using call centre quality assurance tools and software. Strong organisational...
customer service management tools and data analysis to drive performance improvements Familiarity with call centre operations...As a Team Leader, you will be responsible for leading a team of customer service agents and ensuring the efficient...
issues (non-performers), and counsel out when deemed necessary Develop and build relationships with the Agents, Call Centre...) and human resources required to operate efficiently. Prepare Agents for an ever-changing environment within the contact centre...
issues (non-performers), and counsel out when deemed necessary Develop and build relationships with the Agents, Call Centre...) and human resources required to operate efficiently. Prepare Agents for an ever-changing environment within the contact centre...
-related issues (non-performers), and counsel out when deemed necessary Develop and build relationships with the Agents, Call... contact centre and ensure complacency and a sense of entitlement does not set in Manage resource capacity and recruit Agents...
-related issues (non-performers), and counsel out when deemed necessary Develop and build relationships with the Agents, Call... contact centre and ensure complacency and a sense of entitlement does not set in Manage resource capacity and recruit Agents...
script for potential candidate) Prior contact centre experience with handling email and call enquiries preferred Adherence... Arrangement Hybrid Job Description Key Accountabilities: Respond effectively to client's or agents general inquiry via email, live...
(system, applications etc.) to the Contact Centre as well as ensuring quality levels meet, or exceed, client and company... expectations Client Reporting Providing weekly analysis based on Quality/Operations teams call observations Analyse and report data...
Resolution: Assisting with the resolution of complex customer issues that frontline agents may not be able to resolve... a contact Centre environment, with a minimum of 3 years in a leadership or supervisory role. Strong knowledge of contact Centre...
The IT Service Centre delivers a high-quality Service Desk service based on best practices and proven solutions... Centre means you will be part of a continued maturity and improvement journey. Your observations and ideas count...
, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents... Strong knowledge of call centre operations. Basic understanding of financial reports and forecasting. Ability to motivate and inspire...
, motivate, and develop front line supervisory staff responsible for the day-to-day performance of teams of call center agents... Strong knowledge of call centre operations. Basic understanding of financial reports and forecasting. Ability to motivate and inspire...
understanding your agents performance, spending time coaching and shadowing agents to provide real time feedback, support... across the outbound sales contact centre Ensure reporting and data capturing are completed on time and accurately. Ensure...
supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the..., Skills, Abilities & Other Characteristics Strong knowledge of call centre operations. Basic understanding of financial...
supervisory staff responsible for the day-to-day performance of teams of call center agents who provide services on behalf of the..., Skills, Abilities & Other Characteristics Strong knowledge of call centre operations. Basic understanding of financial...