Handle Escalations: Resolve complex, sensitive, or high-priority customer complaints that junior agents cannot fix.
Monitor Metrics: Track key performance indicators (KPIs) like average handle time, resolution rate, and customer satisfaction scores.
Mentor Staff: Train new hires, guide team members, and provide feedback to improve daily performance.
Process Improvement: Spot recurring customer issues and suggest workflow or script updates to management.
Reporting: Prepare daily, weekly, or monthly performance reports for senior operations leaders.
Requirements and Qualifications
Education: Bachelor’s degree in Business, Communications, or a related field.
Experience: 2 to 4 years of proven experience in a customer service or call center environment.
Communication: Exceptional verbal and written English skills.
Technical Skills: Strong familiarity with CRM software, ticketing platforms, and MS Office.
Soft Skills: Active listening, conflict resolution, and patience under pressure.