Call Agent Supervisor at Lorache Consulting Limited

Function/Domain: Call Service/ Customer Relations
Reporting To: HOD Customer Service

Job Roles

• To monitor transaction quality of CSD,(Outbound/Inbound/Backend/Frontend)agents.
• To monitor performance report of teams.
• Audit processes for identifying process gap and provide input for process efficiency.
• Conduct root cause and training needs analysis for various process.
• Responsible for team motivation and create team synergy for enhanced KPI performance.
• Maintain records of QA reports history of official of officials and share them with supervisors /HOD.
• Prepare monthly performance for management review and action.

Essential Attribution:

• Customer focus, Result Oriented, Leadership quality, Energetic and Assertive, Knowledge of AVAYA and recording structure, Proficient with Excel, Word, PowerPoint and Team player.

Desired Attributes: Relevant Industry Experience, should have planning and organizing skills. Good interpersonal skills

Requirements

• Qualification: Graduate / Post graduate.
• Desired Experience: 3/5 Years