Call Center Coordinator

İşin təsviri

Location: Bravo head office
Department: Marketing and CRM
Reports to: Customer Experience Manager
Direct reports: Customer Experience Manager

Job Title: Call Center Coordinator

Summary and Purpose of Role:

Be in charge of running and managing the call center daily. Provide clients satisfaction by providing prompt response and solutions to their challenges at all times.

Job Role Responsibilities:

 Be in charge of running and managing the call center daily
 Set targets for all other call center agents to meet up with
 Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
 Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
 Prepare forecasts and budgets for the call center
 Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
 Facilitate and organize training session for all agents and participate in recruitment of new call center agents
 Recommend and purchase gadgets to enhance job performance at the call center
 Conduct regular review of all call center agents performance and organize training sessions for under performers
 Submit regular reports to management and seek new ideas and strategies to improve performance at the center
 Keep up with trends and happenings in the industry and ensuring adherence to industry standards
 Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
 Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members


Position Qualification Knowledge

 Bachelor's degree in business administration/marketing/economics
 Azerbaijan English and Russian languages
 Microsoft Office programs, advanced knowledge of Excel, Outlook,

Skill

 excellent leadership skills and abilities
 customer oriented
 multitasking
 hard worker and ability to work under press
 problem analysis and problem solving
 excellent mentors to their team members
 self-motivation and good motive team skills

Requirements to the job:

 Clear speech without any defects

E - mail : [email protected]

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