About this role
• Develop objectives for the call center’s day-to-day activities • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) • Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.) • Hire, coach and provide training to personnel to maintain high customer service standards • Monitor and improve the process of telephone handling and call handling processes • Evaluate performance with key metrics (accuracy, call-waiting time etc.) • Prepare reports for different departments or higher management
• Resolving customer complaints
• Analyzing and improving call center metrics and customer feedback
• Planning, organizing, and directing call center operations
• Developing and implementing call center policies and procedures
• Ensuring that customer service goals are met
• Manage authorization department effectively in order to meet customer satisfactions
Manage Chatbot platform effectively and ensure that all technical parts and agents’ performance via Chatbot are met.