Coordinating the interactions of the Contact centre representatives with the customers in respect to the processes, procedures and policies defined by the service.
Ensuring that the Contact centre representatives answer to the customers with courtesy, efficiency and professionalism.
Assisting the Contact canter representatives in providing appropriate solutions and answers to the customers’ questions and/or problems.
Ensuring that the Contact centre representatives take all the opportunities to promote our products and services (initial sales and «up-selling »).
Ensuring efficient use of Contact centre representatives’ time and ensure the respect of the schedule.
Alerting the direction of the Contact centre in case of problems or decrease of the service level, recommending and implementing appropriate solutions.
Participating in the analysis of daily, weekly and monthly activity reports and identifies opportunities to optimize the team’s performance and the level of service in general.
Evaluating the performance of the Contact centre representatives as per defined quality and quantity performance criteria’s.
Maintaining a high level of motivation in the team.
Proposing improvements to the existing processes, when required.
Recommending the necessary continuous training and assure a post-training follow-up of the Contact centre representatives.
