Contact center Supervisor at Avetium Consult Limited

Responsibilities

• Manage the call centre’s team of agents
• Periodically listen to call agent/online conversations and provide interventions when the need arises.
• Available at all times for agents’ questions and concerns.
• Handle calls from customers who wish to speak to a supervisor for whatever reason.
• Monitor the number of calls that the agent handles each hour to ensure each agent is taking the required number of calls.
• Check the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
• Inform management when waiting times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up.
• Review all call reports and suggest required interventions
• Maintain call agent attendance records, and train new call center agents.
• Meet with management to report the progress of the call agent team.
• Provide helpful feedback and positive communication to motivate call agents.
• Run regular staff meetings with the call agent team in order to feel their pulse and get the necessary feedback for the business
• Keep up with industry trends and best practices
• Train call agents on a new computer or telephone equipment as well as new products and services offered by Avetium or our client.
• Communicate any company policy and procedure changes to call agents.
• Make sure agents participate in continuing education to maintain any required certifications.
• Maintain any certifications the company requires of supervisors through continuing education or advanced training.

RequirementsQualifications:

• 2-4 years experience
• B.sc
• Must have worked with an HMO company