• Manage and support the call center agents
• Making sure call center meets the required standards and Measures
• Quality Monitoring, analyses of reports and continuous improvement initiatives
• Coaching and Training
• Reporting – quantitative and qualitative
• Providing practical support, assistance and instructions
• Communicate and manage expectations for quality and accuracy of work
• Identify variances and create effective plans to address gaps
• Maintain a high level of product, process and competitive knowledge

• Provide hands on support and instruction and maintain a continual presence in the call center amongst team of agents.
• Be available to handle escalated calls and monitor the call center activity real-time.
• Develop the skill and knowledge of agents by assessing performance, identifying skill gaps and providing targeted coaching and training in order to improve agent performance and motivation
• Monitor the achievement of performance standards and measures through quality monitoring, real-time monitoring and managing schedule adherence.
• Provide feedback to agents on achievements.
• Monitor processes to identify areas for continuous improvement and participate in special projects to refine operations
• Compile ACD data into a report format, analyze data against performance standards and provide recommendations

• 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skill
• Strong analytic skills and comfort in PC based reporting systems and processes
• Ability to maintain productivity under pressure and to multitask effectively
• Must have superior coaching, leadership and interpersonal skills
• Punctual, regular, and consistent attendance
• . Tact, diplomacy and sensitivity
• Minimum of bachelor degree
• Maintain a physical presence in the call center in order to identify problem situations and provide guidance when required
•  Ensure all necessary tools and equipment are available
•  Resolve escalated queries and providing feedback to the agents and follow up with the customer
•  Be aware of response and turn around times as against targets
• •Encourage team works and regular meetings
•  Promote team morale with praise and encouragement. Maintain an impartial and positive attitude.

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• Leads a team of Customer Retention Reps to achieve internal performance metrics and external customer expectations as appropriate. 


• coaches, mentors, develops and provides support to the team of Customer Retention Reps responsible for resolving customer concerns
• Ensure launching all retention initiatives and come up with new ongoing campaigns
• Designing and monitoring of daily/weekly/monthly analytical reviews on churn trends, churn dash boards & competition
• overcoming customer objections and retaining customers.


• Consistently delivers upon leadership expectations, conducting one on one meetings with team members, Analyzes reports/data to develop recommendations and implement solutions focused on improving the organization-s satisfaction of customer expectations and responding to the causes of customer dissatisfaction.

• Regularly monitors reps and team-s performance, holding employees accountable for productivity and quality expectations.
• Ensures consistency of monitoring, coaching in content, methods and procedures, and corrective action processes.


• Ensures visibility and accessibility to assist Retention Reps on the floor.

• Develops and maintains relationships with department peers focused of collaboration, honesty, integrity, and respect for each other.


• Implements team training plans and achieves required timelines.
• Uses a variety of tools to effectively recognize employees for outstanding performance.

•  Meets deadlines,
• delivers on commitments internally and cross-functionally.


• Performs special projects and duties as required.


• Prioritizes, plans and executes to achieve goals.
• Works with urgency, respect and integrity. Inspires and delivers results. 

• 
Performs other duties as required.
• Experience and Background Needed:
• Prior leadership experience preferred
• Solid understanding of sales and ability to be self motivated
• Proven self-starter with strong organizational skills
• Superior telephone and verbal communication skills
• Ability to effectively and sensitively communicate technical and financial information
• Ability to work in a fast paced and high pressure work environment
• Ability to work independently as well as within a team
• College degree

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• Managing and Maintaining relationships with customers and colleagues.
• Managing and resolving a variety of customer queries and complaints – to answer all calls within company defined time limits and resolve customer queries
• Capturing and recording customer requests and information – classify reasons for calls and retrieve information from systems
• Meeting and adhering to performance standards
• Ability to work autonomously towards defined individuals, team targets and goals
• Team player able to contribute to and work within teams
• Ability to communicate effectively and efficiently with both customers and coworkers
• Written communication skills
• Participate as an active member of the call center team through attending meetings, sharing information on systems, processes etc.
• Take ownership of all calls received and handle them to completion or escalation
• Maintain confidentiality of all customer related information
• Comply with company security and use access to company related information in accordance with company procedures
• Answer, transfer and escalate calls with the necessary telephone etiquettes, greetings and closure
• Follow through what has been requested by the customer offering solutions and altenatives
• Adhere to call center schedule and demonstrate punctuality and reliability

• Minimum of bachelor degree
• 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skill
• Strong analytic skills and comfort in PC based reporting systems and processes
• Ability to maintain productivity under pressure and to multitask effectively
• Must have superior coaching, leadership and interpersonal skills
• Punctual, regular, and consistent attendance
• Tact, diplomacy and sensitivity