Customer Interaction Supervisor at Lorache Consulting Limited

Basic Function

• Organizes and directs the day-to-day activities related to the operation of the Call Center.
• Responsible for managing, training & guiding call center agents in performing their duties.
• Provides support, reports & resolves problems and complaints.
• Monitors agents & contact center performance, and analyzes reports.
• Helps developing schedules to ensure adequate staffing levels.
• Supervises, plans and manages functions related to Call Center work area.
• Oversees and directs the day-to-day activities of telephone operators and call center agents.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.
• Attends, follows up & resolves customer complaints.
• Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

Work Contact:

• Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information.

Minimum Requirements

• Bachelor's degree in Business Administration or related field.
• Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).
• Excellent communication, leadership and interpersonal skills.
• Excellent command of English and other language.
• Good knowledge of commonly used word processing, spreadsheet, and database software packages.