•Monitoring the call center’s team of agents.
•Remains available at all times for agents’ questions and concerns.
•Reviews all reports.
•Provides helpful feedback and positive communication to motivate call agents.
•Runs regular staff meetings with the call agent team.
•A responsible attitude
•Ability to lead and motivate others
•Must be willing to work weekends and holidays as well as normal daytime hours.
•Must be able to calmly handle angry and unhappy customers when calls are escalated to a leader.
•Must be able to make decisions in high pressure, stressful situations.
•Must have excellent leadership and management skills.
•Should have excellent problem solving and negotiation skills.
•Must have strong computer skills.
•Good organizational skills and attention to detail are essential.
•Must have active listening skills.
•Exceptional customer service skills are a must.
•Experience as a call center agent or coordinator.