Jobs at Lorache Consulting, Tuesday 13, September 2016

Lorache Consulting – Our client, is currently seeking to employ suitably qualified candidate to fill the position of Call Agent Supervisor.

CALL AGENT SUPERVISOR

Function/Domain: Call Service/ Customer Relations

Reporting To: HOD Customer Service

JOB ROLES

To monitor transaction quality of CSD,(Outbound/Inbound/Backend/Frontend)agents.

To monitor performance report of teams.

Audit processes for identifying process gap and provide input for process efficiency.

Conduct root cause and training needs analysis for various process.

Responsible for team motivation and create team synergy for enhanced KPI performance.

Maintain records of QA reports history of official of officials and share them with supervisors /HOD.

Prepare monthly performance for management review and action.

ESSENTIAL ATTRIBUTION:

Customer focus, Result Oriented, Leadership quality, Energetic and Assertive, Knowledge of AVAYA and recording structure, Proficient with Excel, Word, PowerPoint and Team player.

Desired Attributes: Relevant Industry Experience, should have planning and organizing skills. Good interpersonal skills


REQUIREMENTS

Qualification: Graduate / Post graduate.

Desired Experience: 3/5 Years


CUSTOMER INTERACTION SUPERVISOR

BASIC FUNCTION

Organizes and directs the day-to-day activities related to the operation of the Call Center.

Responsible for managing, training & guiding call center agents in performing their duties.

Provides support, reports & resolves problems and complaints.

Monitors agents & contact center performance, and analyzes reports.

Helps developing schedules to ensure adequate staffing levels.

Supervises, plans and manages functions related to Call Center work area.

Oversees and directs the day-to-day activities of telephone operators and call center agents.

Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.

Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all operators/agents.

Attends, follows up & resolves customer complaints.

Carries out performance monitoring, measurement and evaluation of all operators/agents to improve efficiency.

Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.

Work Contact:

Routine contacts with HOD Customer Service. Frequent contact with employees in other departments for the exchange of information.

MINIMUM REQUIREMENTS

Bachelor’s degree in Business Administration or related field.

Five years customer service experience with at least two years in a supervisory experience leading teams (Call Center environment preferred).

Excellent communication, leadership and interpersonal skills.

Excellent command of English and other language.

Good knowledge of commonly used word processing, spreadsheet, and database software packages.

TO APPLY

Interested and qualified candidates should send their application letters and CV’s to jobs@lorachegroup.com

DUE DATE: 15 September, 2016

Jobs at Lorache Consulting, Tuesday 13, September 2016