Call Center Monitoring Specialist

Keep management informed on issues and problems;
Manage and distribute employees by tasks to meet target indicators;
Maintaining employee’s call records and updating databases;
Interact with related departments and teams, collect, analyze and transmit the necessary information;
Analyze planned and actual values ​​for incoming requests to the support line;
Other tasks as assigned by manager;
Improves quality of results by recommending changes;
Conduct regular reporting in spreadsheets;
Work with CC availability metrics (AWT, AHT, UTZ, OCC, SL and others);
Working hours: 8 AM- 5 PM (Mon- Sat)
Ensure adherence to policies for attendance, established procedures;
Ensure availability of customer service for all types of requests (calls, chats, letters, etc.);
Development of monitoring and logging systems;
Monitoring compliance with discipline;
Work in several CRM systems;

Ready to work in multitasking mode;
Ability to distribute workload and tasks among team members;
Understand how to work and manage workload and incidents;
Ability to work with formulas, macros and pivot tables in Excel;
Have a stable Internet connection.
Know and understand contact center metrics and indicators;
Have experience in contact center monitoring (bank, telecom);

Personal health care insurance after 1 year working
13th month salary bonus at the end of the year after one year working time;
The company organizes general health check- ups for employees;
Monthly social insurance after the 2- month probationary period
International working environment.
There is an annual salary increase according to the company policy based on the company&039;s business results

Cập nhật gần nhất lúc: 2024-12-07 14:20:02