CALLCENTER DIRECTOR SOFTWARE

Serve as a resource for branch personnel and customers, assisting with questions and issue resolution.Main responsibilities, but not limited to: Ability to work with minimal supervision.

Ability to interact and communicate with internal and external professionals.

Ability to evaluate a variety of factors to analyze, investigate, and manage large caseloads.

Excellent communication skills (written and verbal).

Ability to maintain composure and convey a positive attitude while interacting with customers and team.

Comprehensive knowledge of Microsoft Office products.

Solid technology and internet searching skills.

High school diploma or equivalent required.

Hire date will be between December and January.

Help to train new employees and inform them about the companyвЂ™s customer management policies.

Collaborate with other call center professionals to improve customer service.

Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.

Guide callers through troubleshooting, navigating the company site or using the products or services.

Call clients and customers to inform them about the companyвЂ™s new products, services and policies.

De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Take customer calls and provide accurate, satisfactory answers to their queries and concerns.

They often have the following responsibilities:

Involved with all planning, designing and construction of new telecommunication solutions for new sites and expansions of existing U.Find Jobs Call Center Representative duties and responsibilitiesД¬all Center Representatives complete customer service tasks that ensure customers have the information and assistance they need and maintain the companyвЂ™s positive reputation.

Enhance telephony department reputation by accepting ownership for accomplishing new and different requests, and explore opportunities to add value across the team(s) and business units.

Management of all day to day Incidents and Requests from the enterprise with resolutions with in certain SLAs.

Management of staff supporting, implementing and maintaining all telecommunications and call center technologies systems, processes and infrastructure.

CALLCENTER DIRECTOR SOFTWARE

Manage software and hardware providers of telephone system.

Assist sales team to resolve complex customer cases.

Ensure agents are customer-focused and deliver helpful, friendly, responsive and accurate service to internal and external customer.

Analyze customer statistics and provide regular/ad-hoc reports on major benchmark measurements.

Monitor activity within the department including quality and quantity metrics for voice and digital customer service interactions.Establish targets for four key areas, Online Customer Relations (CR) efficiency, Study Advisor Service quality, Refund winback rate, and Customer Satisfaction Survey completion.Adjusts workforce requirements based on changing / dynamic forecasts.Work on agent scorecard performance, including commission and incentive tracking and overall scorecard rankings.Assist with staffing objectives tied to production and bonus requirements by position.Develop and maintain a Call Center Event Calendar.Evaluate current processes and procedures and identify areas needing improvement or simplification.

Develops the customer service staff to continuously improve communication skills, problem solving techniques and knowledge of the business lines, products and processing.Works collaboratively with other departments to ensure service, quality and other company wide goals are met.Assesses operational and financial risks associated with contracted 3rd parties and recommends methods of mitigating associated risks.Establishes 3rd party vendor relationship management that fosters internal and external commitment to shared goals for optimal performance, and partners with business leadership to coordinate all vendor management activities.Responsibilities for call center director

Callcenter director