Proven experience managing and mentoring teams in high-pressure environments. […]
Familiarity with Call Centre-specific technologies, including telephony systems and CRMs. […]
Hands-on expertise in managing workforce optimization to ensure task alignment with performance goals.
Proficiency in creating and executing performance improvement strategies based on daily data analysis. […]
Supervise Call Centre agents throughout their day, actively guiding, mentoring, and assisting them.
Monitor and analyze daily performance metrics, taking corrective actions when necessary. […]
Act as the first escalation...