Alghanim Industries - Kuwait - Duties & Responsibilities: Manage a team of call center agents Keep track of attendance, daily statistics, paid time off, sick time, ….etc Administer training programs for new hires and existing staff Ensure agreed customer service standards are consistently met by IC agents Be available “any time” to affect the entirety of the team's operations Manage by walking around. Be visible to answer questions Take calls that agents can't handle and be available when an agent appears to need assistance Consistently monitor staff levels and cooperate with management regarding any adjustments required Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, ……… etc Follow-up the calls “which will provide to you from Admin. Assist.” With the agents to ensure that due procedures and quality standards are strictly adhered to. Motivate and encourage agents through positive communication and feedback Make sure that the IC agents are foll...
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