Job Description

Duties and Responsibilities

1. Manages the call center team's real-time view system (Cisco).
2. Exports historical data and sales reports from Customer Relationship Management for use on the dashboard and performance analysis.
3. Monitors the call center process, investigates system faults in real time or in the past, and escalates as appropriate.
4. Participates in team and development meetings.
5. Monitors the customer's dashboard voice to evaluate client questions and complaints in order to enhance customer satisfaction.
6. Monitors daily team leader actions and ensures that they listen to recorded calls in order to discover and manage non-standardized calls.
7. Creates a qualitative scorecard, exports calls, listens to and assesses them.
8. Conducts spot checks on received calls to verify evaluation compliance.
9. Establishes quantitative key performance indicators (KPIs) for all employees of the customer service team.
10. Examines phone answer rates, abandoned calls, service levels, sales per agent, and conversation rates.
11. Creates call center procedures and dashboards for each transaction; evaluates performance and data.
12. Aligns with IT on insights for enhancing the website, technology, and apps.
13. Collaborates with Ecommerce to build demand and uses Trade Marketing to assess promotions.
14. Conducts an annual training needs analysis and collaborates with the training team to develop a training plan for the call center staff.
15. Examines the team's attendance and watches overtime.
16. Conducts capacity planning by anticipating incoming business load to determine the number of full-time personnel required.
17. Closes all financial and sales reports and keeps an eye on costs.
18. Maintains the call center's assets while adhering to safety requirements.
19. Evaluates weekly KPIs and performance; implements appropriate corrective action measures.
20. Allows new users access.
21. Updates dynamic channel charts.
22. Creates interactive voice recordings and seasonal message updates.
23. Leads the call center team efficiently and effectively through on-the-job training, motivating, coaching, and staff development.