Call Center Executive (225-1007)

A Call Center Executive plays a crucial role in managing and directing the activities within a call center, ensuring that customer service representatives provide the highest level of service. This position involves handling customer inquiries, resolving issues, and ensuring consistent and effective communication between the company and its customers. A Call Center Executive maintains a high standard of customer service protocols and ensures that the team meets and exceeds performance targets. Moreover, this role requires balancing customer demands against company policies to cultivate customer satisfaction and loyalty. Call Center Executives may also be responsible for training new employees, managing rosters, and implementing new processes to enhance service delivery.

Responsibilities

• Supervise a team of customer service representatives to achieve call center objectives.
• Develop and implement training programs for new and existing call center staff.
• Analyze call center data to improve processes, practices, and services.
• Handle escalated customer complaints and inquiries in a professional manner.
• Monitor call center performance metrics and provide feedback to staff members.
• Liaise with other departments to resolve customer issues and improve service quality.
• Maintain up-to-date knowledge of company products, services, and policies.
• Continuously assess and improve the efficiency and effectiveness of call center operations.
• Report call center performance and productivity to higher management regularly.
• Develop and implement strategies to boost customer satisfaction and loyalty.
• Ensure compliance with regulatory requirements and company procedures in all operations.
• Contribute to the development of policies and procedures to enhance call center operations.

Requirements

• A bachelor’s degree in business, communications, or a related field is preferred.
• Proven experience in a supervisory role within a call center environment.
• Excellent communication and interpersonal skills for effective client interactions.
• Strong problem-solving skills and the ability to make quick decisions.
• Proficiency in call center equipment/software programs and CRM systems.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Adaptability to work flexible hours including evenings, weekends, and holidays if required.