Lead and manage a team of call centre agents, providing guidance, support, and regular performance feedback initiatives as needed Operations Management Monitor call centre metrics and key performance indicators (KPIs) agreements (SLAs) are met Implement and optimize call centre processes and procedures to improve efficiency making data-driven decisions Proficiency in using call centre software, CRM systems, and reporting tools (Dreamtec
Main Purpose of Position:
The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct sta
adhere to strict deadlines. Experience in the call centre or retail industry is advantegeous.
adhere to strict deadlines. Experience in the call centre or retail industry is advantegeous.