CONTACT CENTER SUPERVISOR

Responsibilities:
• Identify the enquiries and queries received by other departments and business units and delegate tasks and responsibilities to team members.
• Manage agents to resolve all queries and provide them with necessary guidance to solve complicated cases
• Identify various means to measure customer satisfaction and improve services
• Manage day to day operations within the contact centre to ensure seamless operations.
• Ensure that the contact centre objectives and KPIs are aligned with organisations strategy.
• Review analysis of resolved cases prepared by senior agents and communicate/escalate with internal sections and Business Units.
• Manage & ensure current contact centre / back-office technologies are relevant and updated to ensure seamless operations.
• Work on projects, as a subject matter expert