Call Center Manager

Supervising the work team Monitoring the performance of call center employees (employees) Ensuring the team's commitment to working hours and shift schedules Distributing tasks Organizing daily and weekly work schedules Distributing calls or cases as needed and under pressure Preparing reports Submitting periodic reports on performance, number of calls, duration of calls, satisfaction/complaints cases Analyzing data to identify improvement points Monitoring call quality Listening to random calls to ensure service quality and adherence to policies Providing constructive feedback to the team to improve performance KPI Measuring performance indicators Such as: waiting time, call duration, customer satisfaction, request completion rate Problem-solving and escalation Dealing with complex complaints or angry customers Escalating cases according to procedures Training new employees Explaining policies and procedures and communication style with customers Performance development Organizing workshops or training courses to enhance team efficiency Proposing developmental solutions Submitting suggestions to improve the work environment or call center tools Following up on updates Ensuring the team's awareness of updates on products, services, or policies