Cascade down operational plan & call center objectives to team leaders.
Manage & follow up daily with operation process.
Escalate hot issues to SD Manager with recommendations to handle it.
Solve difficult problems by studying, evaluating, re-designing processes and service metrics, while monitoring and analyzing results to implement constructive changes.
Ensure advising clients on products and services available by using the expertise present in the team
Ensure that all relevant communications, records, and data are updated and recorded
Ensure monitoring of Call center calls to improve quality, minimize errors, and track operative performance.
Job Requirements
Proven experience as a supervisor.
Must have an excellent command of both written & spoken English.
Excellent communication skills.
Good working knowledge of MS office.
Willing to work overnight and during weekends if needed.
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