Responsibilities

Manage the call centre’s team of agents
Periodically listen to call agent/online conversations and provide interventions when the need arises.
Available at all times for agents’ questions and concerns.
Handle calls from customers who wish to speak to a supervisor for whatever reason.
Monitor the number of calls that the agent handles each hour to ensure each agent is taking the required number of calls.
Check the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
Inform management when waiting times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up.
Review all call reports and suggest required interventions
Maintain call agent attendance records, and train new call center agents.
Meet with management to report the progress of the call agent team.
Provide helpful feedback and positive communication to motivate call agents.
Run regular staff meetings with the call agent team in order to feel their pulse and get the necessary feedback for the business
Keep up with industry trends and best practices
Train call agents on a new computer or telephone equipment as well as new products and services offered by Avetium or our client.
Communicate any company policy and procedure changes to call agents.
Make sure agents participate in continuing education to maintain any required certifications.
Maintain any certifications the company requires of supervisors through continuing education or advanced training.

Requirements 

Qualifications:

2-4 years experience
B.sc
Must have worked with an HMO company

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