Kuwait City - General Purpose Manage a team of call center agents, be available to affect the entirety of the team's operations, manage by walking around, be visible to answer questions, take calls that your agents can't handle and be available when an agent appears to need assistance. Monitor the line and track inbound / outbound calls. Keep agents aware of inbound/outbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback Main Job Tasks and Responsibilities Introduce new staff members Communicate company information Answer questions and comments Spend 20 to 30 minutes reviewing the agent's performance with the agent. Use a formal monitoring checklist at least one monitoring evaluation with each agent every two weeks Keep track of attendance, daily statistics, paid time off, sick time, etc Ensure administrative bookkeeping is accurate Create and maintain files on each agent as they relate to attendan...
APPLY NOW
more
Latest Kuwait Jobs
